1. Language IO
  2. Oracle Service Cloud Desktop / Browser User Interface (BUI) Support
  3. Oracle Service Cloud Desktop / BUI Chat

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Installing the Language IO Chat Transcript CP Widget

The purpose of this article is to guide users through the installation of the Language IO Chat Transcript Customer Portal widget. This widget includes functionality for end-users to provide feedback on the quality of the translated messages they receive from agents during chat sessions.

Prerequisites

  • End-user facing quality rating functionality is only available if agents are using either (or both) of the following versions of the Language IO Chat tool:
    • LanguageIO_BUI_Chat Extension
    • LanguageIO_Chat .NET Add-In
  • Download and extract the LIOChatTranscript widget ZIP archive attached at the end of this article.
  • Administrators performing the installation process must have the following skills and permissions:
    • Comfortably make edits to PHP files;
    • Have CP Edit, CP Stage, and CP Promote permissions on their staff account;
    • Configure a WebDAV connection from their local machine;
    • Stage and promote only their intended CP changes;
    • Create test chat sessions from the CP pages that route to their staff account.

Installing the Widget

Important: You must complete on all interfaces where chat is offered.
  1. Establish a WebDAV connection to the Customer Portal for the intended interface.
  2. Create a chat folder in the following path: /cp/customer/development/widgets/custom/
    • If the folder already exists, you do not need to create a new one.
  3. Copy the LIOChatTranscript widget folder from your local machine into the widgets/custom/chat folder
    • You should have the following files in WebDAV:
      • /cp/customer/development/widgets/custom/chat/LIOChatTranscript/1.0/
        • agentStatusChangeResponse.ejs
        • base.css
        • chatPostResponse.ejs
        • cobrowseInvitationResponse.ejs
        • CoBrowsePremiumInvitationResponse.ejs
        • info.yml
        • logic.js
        • participantAddedResponse.ejs
        • systemMessage.ejs
        • VideoChatInvitationResponse.ejs
        • View.php
  4. Copy the LIOChatTranscript.css file into the widgetCss folder of your active themes: cp/customer/assets/themes/*/widgetCss
  5. Activate the LIOChatTranscript widget
    1. Go to https://{your site interface url}/ci/admin/versions/manage
    2. Locate and select the LIOChatTranscript widget
    3. Click the Activate this version or Start Using This Version button
  6. Replace the standard ChatTranscript widget on the standard chat/chat_landing.php page with the LIOChatTranscript custom widget: <rn:widget path="chat/LIOChatTranscript" translation_quality_rating_type="1"/>
  7. Validate chat functionality, including quality rating feedback, using Development mode

  8. After you finish validation, stage and promote your changes

    Caution: If additional changes are active in the Development environment, make sure to only stage or promote the files modified in this guide.

Downloads

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