Configuration Settings – Tips VIII

Oracle Service Cloud (OSvC) has circa 500 configuration settings, which control the platform’s functions. Some of them are commonly used but many are not that well known.

In previous blog posts (7 posts to be exact), I have been sharing a few that you might want to be aware of. This time, I share some that my fellow CX Heroes mentioned, in the Oracle Service Cloud Hero Hub, as being one of their favorite configuration settings.

CS_HOLIDAY_MSG_ENABLED

This configuration setting was mentioned by Jessica Campbell, from Brother International Corporation, who used it to disable the chat during holidays.

If it is enabled (set to “Yes”) then OSvC will use the holidays table (which you can find in Configurations > Service > Service Level Agreements > Holidays) to determine whether the Live Chat should be enabled or disabled.

If your customers try to use the Live Chat channel on a date that is specified as a holiday, they will be shown a message stating it is a holiday and no agent is available.

The default value for this configuration setting is disabled (set to “No”).

SNEAK_PREVIEW_ENABLED

This configuration setting was mentioned by Kristine Tannert, from Insperity, who says that her agents love the Sneak Preview functionality, as it allows them to get ahead of the game and prepare responses on chat with the customers. This is particularly helpful since the questions their agents have to answer for customers can sometimes take awhile to investigate, so anything that helps them get a jump start on answering the customers question is appreciated!

It enables the Sneak Preview functionality, which allows agents to preview what a customer is typing prior to the customer sending the message.

The default value for this configuration setting is disabled (set to “No”).

INC_INCLUDE_POST_TIME

This configuration setting was mentioned by Robert Pozderec, also from Brother International Corporation, who said it is an extremely important setting when it comes to QA (Quality Assurance).

It specifies whether the post time is to be included in incidents created for a Chat session, meaning messages in the chat transcript will have a date and time against it.

The default value for this configuration setting is disabled (set to “No”).

CUSTOM_SCRIPT_DATA_SIZE

This configuration setting was mentioned by Sasi Gudimetta, from AST Corporation, who shared with the community that he usually works with reports that have custom scripts, and these have a query data limit, controlled by this setting, which needs to be increased to avoid the script from stopping after the defined number of rows, and the report output from being “No Value”.

It specifies the size of the data buffer (in bytes) used when processing custom scripts in Analytics.

The default value for this configuration setting is 50,000. The minimum value is zero (0) and the maximum value is 2,147,483,647.

Keep in mind increasing this to a large value causes the custom script to parse more of the report data (which is good!), but this also causes additional load on the server, which could result in negative performance impact for the overall site (not so good!).

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s