Show Chat Invite During Operating Hours Even When All Agents Are Unavailable (Doc ID 1959061.1)

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

On : N/A version, Chat Infrastructure

ACTUAL BEHAVIOR
---------------
During Operating Hours, the chat invite does not display when all agents are busy/unavailable.


EXPECTED BEHAVIOR
-----------------------
Show the chat invite when agents are logged in during hours of operation.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. make sure all agents are "unavailable"
2. load the customer webpage


BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, the chat invite is not shown to customers during hours of Operation when no agent is available.

Cause

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