Live Help: Instant Service Rule Issues (Doc ID 1668339.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version 1.0 to 1.0 [Release ATG v1]
Information in this document applies to any platform.

Symptoms

The loss of functionality
We have a rule where the conditions do not appear to be working as expected. For this rule, we use the following conditions: User has previously visited a page with a specific URL, User visits a page with a specific URL a certain number of times, and User came to page directly from another page with a specific URL. The rule is to offer an invitation when a customer goes to the rate list menu directly from the confirm details page when they have not previously landed on the confirmation page. Customers who are receiving this chat did not coming directly from the confirm details page and have previously landed on the confirmation page within the same session. What do we need to do to get these conditions to work?

The sequence of events
The customer visited the confirm details page 8 pages before landing on the rate list menu. In between these two pages, the customer landed on the confirmation page. So, this shows that User has previously visited a page with a specific URL and User came to page directly from another page with a specific URL are not performing as stated.

Where it happened
Main reservations website

The significance of loss / customer impact
Customers are being offered chats that should not be

What IS working
Other rules working as expected

What is the expected or acceptable result?
Customers who have visited the confirmation page should not be offered invitations

What about the system has recently changed?
No changes

Cause

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