Accelerator Workflows for Oracle B2C Service

This section explains the user flow of the supervisor working on the end user chat quality assurance in Oracle B2C Service, and the reports available for the supervisor to evaluate the agent's efficiency in supporting the end users.

Prerequisites: Configuration to predict “end user chat emotions” and identify “ask for supervisor” request from the customer, using Live Chat Sentiment Accelerator.

This section describes the following flow scenarios:

• User Flow
• Extension Flow
• CPM Flow
• Feedback Flow