Optional-Data-Field values are Missing in the Customer Details tab of the Agent Console (Doc ID 1570536.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.

Symptoms

Loss of Functionality:
Optional-Data-Field values are missing from the Agent Console

The sequence of events:
- The site visitor clicks on the chat button on the page
- IS Chat Links and/or Rules capture data and assigned to Optional-Data-Fields
- these data are seen by an agent in the Console when chat is taken from the Chat Queue
- the problem is that Optional-Data values are not displayed on the Console

Customer Impact:
- Agents are missing information to assist a site visitor during chat

What recent change has occurred?
- July maintenance for the Live Help On-Demand was recently deployed

Cause

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