How to Notify Agents When a Human Translation Has Been Returned

When you have Human Translation (HT) enabled in Language IO Response, you may want to create business rules that notify agents whenever a human translation is pushed from Language IO back into Oracle Service Cloud. Because the turnaround time for these translations is typically less than half an hour, agents may be busy attending other business while they wait for their delivery, and this is where such notifications could be useful.

The purpose of this tutorial is to show you how to notify agents, via a popup message or an email, that a human translation was delivered and is now ready for them in a particular Incident.

 

Creating a notification

Creating the Rule

1. Go to Navigation > Configuration > Site Configuration > Rules.
2. In the ribbon of the rules window, select "Edit" and "Incident".
3. Create a new rule as shown below:
   
   1. Under Functions > Escalations (or another suitable category), right-click and select "Create New Rule".
   2. Enter the relevant content for "Rule Name" and "Notes".
   3. Add an If condition: Incident > LinguistNow Status
   4. Set the If fields to "equals" and "SUCCESS: Human translation complete."
   5. Add a second If Condition: Incident -> LinguistNow Status
   6. Set this second If field to "modified this edit".
   7. The Logical Expression should be set to "1 & 2"
   8. Add a Then Condition: Email > Send Escalation Notification
   9. Choose the groups you want to notify, and write a suitable description of the event.
4. Save the rule.
5. Activate the updated rulebase.
    

Notification Settings

1. Go to File > Options > Personal Settings.
2. Under "Notification Options", make sure that the desired notifications are enabled.
   • Check "Send Email Notification" for emails.
   • Check "Display Toast Notifications" for the pop-up notifications within OSC.