Quick Guide: Getting Started with Oracle Service Cloud Chat and the Engagement Engine
This document provides step-by-step instructions on how to deploy Oracle Service Cloud Chat with the Engagement Engine, including:
1. Tagging your test web pages
2. Creating a test site within the Engagement Engine Editor
3. Creating a test rule within the Engagement Engine Editor
4. Publishing the test rule within the Engagement Engine Editor
5. Testing the new site and rule on your test web pages[1]
Tagging your Test Web Pages
To deploy Syndicated Chat Widgets on your company’s test website, the Engagement Engine tag is required. We recommend adding the following JavaScript tag in a universal header or footer of your company’s test website, so the Engagement Engine is available across all pages on the test website.
<script type="text/javascript" src="//static.atgsvcs.com/js/atgsvcs.js"</script><script type="text/javascript"
ATGSvcs.setEEID('<customer_id>');
ATGSvcs.ESTARA_HOST = 'as00.estara.com'; // PagePeek Support
(function() { // Enable EE driven widgets
var l = '<customer_domain>',d=document,ss='script',s=d.getElementsByTagName(ss)[0];
function r(u) {
var rn=d.createElement(ss);
rn.type='text/javascript';
rn.defer=rn.async=!0;
rn.src = "//" + l + u;
s.parentNode.insertBefore(rn,s);
}
r('/rnt/rnw/javascript/vs/1/vsapi.js');
r('/vs/1/vsopts.js');
})();
</script>
The <customer_id> is replaced with the Engagement Engine account number that Oracle has provided.
The <customer_domain> is replaced with the CX domain (e.g. mycompany.custhelp.com) that Oracle has provided.
Creating a Test Site within the Engagement Engine Editor
Now that you have added the Engagement Engine tag to your company’s test website, it’s time to create a Site within the Engagement Engine Editor. Within the Engagement Engine, a Site is a means of organizing Rules within a common context. The names given to Sites will vary from organization to organization, but for the purposes of this document, we shall refer to any public-facing Site as a PRODUCTION Site and any internal-only Site as a TEST Site.
The Engagement Engine Editor provides you with the ability to create an unlimited number of Sites, as well as the ability to modify or delete existing Sites, and to change the Site Evaluation Order. We suggest having at least one Test Site within the Engagement Engine Editor that corresponds to one of your company’s existing QA test sites. In our example, we have placed the Engagement Engine tag on our company’s test site: mycompany.custhelp.com. This is the same URL structure we will use for the Test Site within the Engagement Engine Editor.
Here we discuss how to create a Test Site.
From your Service Cloud Agent Desktop, go to Configuration > Engagement Engine Rules:
Go to the Dashboard and click on the existing Test Site:
From within the Test Site, go to Add Site Condition and select URL:
Configure the condition as shown here; however, the Value entered must match the domain of the web pages where you previously added the Engagement Engine tag:
Finally, save your changes:
Creating a Test Rule within the Engagement Engine Editor
To proceed with creating a test rule, the following steps should be complete:
1. The Engagement Engine Tag has been added to your test website, ideally in the header or footer
2. Within the Engagement Engine Editor you have created and configured the Test Site, where the Condition for URL Value matches the domain of the web pages that contain the Engagement Engine tag
This first rule is designed to validate that the Engagement Engine Tag is working properly on your test website.
From within the Engagement Engine Editor, at the top of the page, select the Rules option. Now choose to Create New Rule:
Your new rule is now open. Please configure the rule like so:
· For Rule Name, we suggest: 0.0 – Test Site Rule
· For Rule Description, we suggest something like: Used to ensure everything is working before creating other rules
· For Rule Evaluation Cycle, we suggest: Once every Page Load
Next, we will add an action to the rule:
· Click Add Action
· Select Custom JavaScript > Run Custom JavaScript
Now we will configure the action like so:
· The JavaScript Location should be Function
· The Value should be console.debug(“0.0 – Test Site Rule”);
We are not adding Conditions to the Test Rule at this time, so the Conditions section will appear like this:
Finally, save your changes.
Publishing a Test Rule within the Engagement Engine Editor
When a Rule is created, it is not initially associated with any Sites. In order to associate a Rule with a particular Site you must add the Rule to the Publishing Queue for the Site. You can view the Publish Queue for any Site and it will list all the Rules that are scheduled to be added to, modified on, or deleted from the Site since the Site was last published, and will identify any Rules that have been edited since being added to the Queue.
When a Rule is in the Publish Queue it can still be edited by other users. The Engagement Engine Editor will highlight if a Rule in the Publish Queue for a Site has been updated since it was placed in the publish queue. At this stage you have the option of getting the latest version of the Rule before publishing the Rule to the Site.
At this time, we will publish our Test Rule. Go to the Dashboard:
Click on the box next to the Test Rule that also corresponds to the Test Site. At this time a new arrow appears prompting you to save the update. At this point, saving the change will associate the Test Rule with the Test Site.
Now, a new arrow appears next to the Test Site, within the Dashboard. This is alerting you to publish the changes that have been made to the Test Site. Click the arrow near Test Site:
Next, we will publish the queue. At the top of the page choose Publish Queue.
A new prompt will appear at the bottom right of the screen, confirm that you are happy with the changes and select Publish:
Testing the new Site and Rule on your Test Web Pages
Now that our Test Rule and Test Site are published, the next step is to test our progress. For testing, we suggest using a browser such as Chrome or Firefox because you will need a JavaScript Debug Console.
Navigate to any page on your site where the Engagement Engine JavaScript tag is loaded.
At this time, if all is configured correctly, the debug message configured in the Test Rule should show in the JavaScript console:
During the design phase of your rules, while they are still on the Test Site, the console.debug("message"); action can be added to any rule and is useful to validate that your conditions are met.
For more information about debugging tools or how to create more advanced rules, refer to the latest Oracle Engagement Engine Cloud Service Online Documentation available on Oracle’s Technet site: http://www.oracle.com/technetwork/indexes/documentation/engagementengine-1942670.html
Oracle Confidential | Page 1
[1] Each rule, no matter the widget used, should be tested on a test site before publishing to a production site.