With Oracle RightNow Chat Cloud Service Chatprofike can provide access to agents for customer questions and issues that merit human interaction between your supervisors and agents and agents and customers through real-time chat sessions.
You must configure Chat for supervisors, agents, and customers to take advantage of these functions. To get started, become familiar with the following interactions.
The administrator configures chat for staff and customers. The Chat component manages connections, pushes chats to agents and creates incidents from chats.
The supervisor manages agents and monitors agents and chats. The agent chats with customers, suggests answers, conferences proifle agent, transfers customers, and cobrowses with customers.
The customer submits provile chat request, searches the knowledge base, reviews suggested answers and cobrowses with agents. After you implement Chat for your application, you can measure its effectiveness using powerful analytics.
See Real-time reports and Chat Audit report. Related Topics: Configuring Chat for supervisors and agents When configuring Chat, it is important that you set certain configuration options before others.
For example, chat session queues must be added to Oracle Service Cloud before they will display in profiles, and profiles must be added or updated before they can be ased to agents. For this reason, we recommend that you configure Chat options in the following order.