Popular Engagement Engine Rules
Contents
1. Meets the following Conditions All Add Condition v Element Property Element ID Operator Equal to Element Property Value memory_elementi6GB E Case Sensitive V Trim Whitespace 4 Visitor Browsing Current Page URL x Operator Contains Value app shop mobile iPhone5s Case Sensitive V Trim Whitespace Oracle Confidential Page 17 ORACLE 16 Any Page Time On Site Rule This rule is designed to offer a proactive chat invitation to an end user after the end user has been on the site for a specific amount of time note Using known website information is a great place to start when initially choosing the value for Time on Site Most organizations utilize Website Analytics on their website Website Analytics may provide you a minimum maximum or average time on site before an end user converts or abandons If using a Time on Site rule the average time on site provided from your Website Analytics is an ideal value to begin with Then you can measure the results to determine if a change needs to be made Try measure try measure try Rule Name Rule Evaluation Cycle 4 1 Site 7mins On Page Load bd Rule Description Remaining Characters 970 Ficia The EU has been on the site for 7mins then offer SPAC 5 Seconds Rule Evaluation Maximum Limit Maximum Number of Invitations Do this2. Meets the following Conditions All M Add Condition v a Visitor Interaction Timeout Inactivity Timeout Value 180 Seconds V Mouse Movement Resets Timer V Keyboard Input Resets Timer 4 Visitor Browsing Current Page URL Operator Contains Value promotion E Case Sensitive v Trim Whitespace 18 Multi Page in Category Time On Site Rule This rule is designed to offer a proactive chat invitation to an end user after the end user has been on a series of specific pages and then is on the final page and has been on the website for a specific amount of time In this example if the end user visits three BBQ product pages and is on the site for three minutes then offer a proactive chat This rule is used to target customers showing specific behavioral signs The Page URL value comes directly from your website so it is important to choose a value that is consistent but not overly used The Inactivity Timeout Value can be determined through Website Analytics Website Analytics may provide a minimum maximum or average idle time on page before an end user abandons and this is a good value to begin with Then you can measure the results to determine if a change needs to be made Try measure try measure try Rule Name Rule Evaluation Cycle 4 3 Cat BBQ 3x Site 3 mins On Page Load Rule Description Remaining Characters 949 rian The EU has visited 3 BBQ product pages
3. Add Action Stop Processing Rules Current Rule Meets the following Conditions All Add Condition v a Date Time Time on Site Operator Greater than Time Hours Minutes Seconds 00 7 00 Oracle Confidential Page 18 ORACLE 17 Any Page Time On Page Rule This rule is designed to offer a proactive chat invitation to an end user after the end user has been on a page for a specific amount of time Using known website information is a great place to start when initially choosing the value for Time on Site Most organizations utilize Website Analytics on their website Website Analytics may provide you a minimum maximum or average time on page before an end user converts or abandons If using a Time on Page rule the average time on page provided from your Website Analytics is an ideal value to begin with Then you can measure the results to determine if a change needs to be made Try measure try measure try I note In each of these examples the Current Page URL Value comes directly from your website It is important to choose a value that is consistent and universal so the chat invitations show on the appropriate pages e Home Page Time on Page Rule A popular variation of this rule is when the end user idles on the home page for 300 seconds 5 minutes then a chat is offered Rule Name Rule Evaluation Cycle 4 2 Home Page 5 mins Add Note Once every
4. Add Condition v 4 Events Processing Rules Stop Processing Rules Current Rule Seconds Mouse Movement Resets Timer Keyboard Input Resets Timer Operator Contains Value cart Case Sensitive v Trim Whitespace Oracle Confidential Page 20 ORACLE e Checkout Page Time on Page Rule A popular variation of this rule is when the end user idles on any checkout page for 300 seconds 5 minutes then a chat is offered Rule Name Rule Evaluation Cycle 4 2 Checkout Page 5 mins Add Note Once every Page Load x Rule Description Remaining Characters 900 The EU has been on the Checkout page for 5 mins then a offer SPAC 7 Maximum Number of Invitations amp RightNow Cx Display Syndicated Proactive Chat x 4 Events Processing Rules i i x Stop Processing Rules Current Rule x Add Condition v a Visitor Interaction Timeout x Inactivity Timeout Value Meets the following Conditions All 300 Seconds V Mouse Movement Resets Timer v Keyboard Input Resets Timer 4 Visitor Browsing Current Page URL x Operator Contains Value checkout Case Sensitive V Trim Whitespace e Shipping Page Time on Page Rule A popular variation of this rule is when the end user idles on any shipping page for 420 seconds 7 minutes then a chat is offered Rule Name Rule Evaluation Cycle 4 2 Shipping Page 7 mins Add Note Once e
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6. Remaining Characters 971 Recurrence If the EU receives an unsuccessful search offer SPAC 3 Seconds Maximum Number of Invitations Do this Add Action v Rule Evaluation Maximum Limit ooo RightNow CX Display Syndicated Proactive Chat x ff a Events Processing Rules x Stop Processing Rules Current Rule Oracle Confidential Page 10 ORACLE Meets the following Conditions All Add Condition v Operator Contains Value search Case Sensitive V Trim Whitespace Variable Type Text Variable Name div class content Operator Contains Value no results F Case Sensitive V Trim Whitespace 9 Multi Search Rule This rule is designed to offer a proactive chat invitation to an end user who most certainly needs assistance because she isn t finding the desired results as measured by the consecutive multiple attempts in the search tool regardless of whether results returned In this example the end user has searched five times in a row so then a chat invitation is offered Rule Name Rule Evaluation Cycle 2 5 Multi Search Add Note On Page Load x Rule Description Remaining Characters 960 Recurrence If the EU searches in the search tool multiple times 3 Seconds offer SPAC Rule Evaluation Maximum Limit Maximum Number of Invitations Add Action RightNow Cx Display Syndicated
7. Oracle Hardware and Soft Welcome Jessica Account Sign Out Help Country w Communities w Iam a w Iwantto w Search Q Products Solutions Downloads Store Support Training Partners About Having too large of a zone results in over inviting website visitors so ensure you ve tested this rule thoroughly before placing into production For the Mouse Out Rule it is important to ensure the logical click path to purchase is represented in the Value fields of the conditions The URL Value for each condition comes directly from your website For example if it is logical for a customer to be in the cart then move to checkout use that flow in the Value fields Values will be URLs from your website that represents the cart gt checkout process When in the cart if your customers tend to continue shopping then choose a very specific URL to avoid over inviting customers Oracle Confidential Page 25 ORACLE Rule Name Rule Evaluation Cycle 4 4 MO Cart Add Note On Page Load z ipti R ining Characters 922 Rule Description emaining Characters arene The EU mouses away from the body of the Cart page by 1 Seconds navigating into the browser area then offer SPAC Rule Evaluation Maximum Limit Maximum Number of Invitations v RightNow Cx Display Syndicated Proactive Chat x a Events Processing Rules Stop Processing Rules Current Rule Meets the following Conditions All Add Condition v l Visit
8. offer SPAC after 5 Seconds 3 mins on the site Rule Evaluation Maximum Limit Maximum Number of Invitations Do this Add Action RightNow Cx Display Syndicated Proactive Chat a Events Processing Rules x Stop Processing Rules Current Rule Meets the following Conditions All Add Condition v Operator Contains Value BBQ E Case Sensitive V Trim Whitespace Oracle Confidential Page 24 ORACLE a Visitor Browsing Page URL History Count x Operator Greater than of qua tO Number of Page Visits 3 V Specify URL URL Operator Contains URL Value BBQ Case Sensitive V Trim Whitespace a Date Time Time on Site x Operator Greater than Time Hours Minutes Seconds 00 00 19 Mouse Out Rule This rule is designed to offer a proactive chat invitation to an end user when the end user mouses away from the body of the cart page by navigating into the browser area To ensure you have the correct Zone Coordinates especially the coordinate for Height please refer to your company s marketing team They can tell you the approximate zones for your website For example if you want to invite those that are moving into the zone for Sign Out that will be vastly different than those moving to the zone for closing out of the browser 5 http www oracle com index o
9. Rule This rule is designed to offer a proactive chat invitation to an end user when the end user is on a product page and the product has a value greater than a specific value In this example we are offering chat to anyone on a product page where the product value Sale Price is greater than or equal to 499 For this rule to be effective there needs to be an existing form field or JavaScript variable in the source code of the page We also suggest adding this JavaScript value to your Data Collection rule Rule 1 in this document so Chat Agents are able to see the value within their Chat Workspace For this rule you need a Current Page URL and to understand the content of your website for the JavaScript Variable The URL Value for the condition comes directly from your website The JavaScript Variable comes from the source code of your website To understand how this rule can apply to your website please check with your internal development team those who create and maintain your company s website They will know if a JavaScript Variable for Cart Value already exists or if another variable can be used It is best to have a very clear and specific variable for this rule otherwise you run the risk of over offering the Syndicated Proactive Chat widget or not having it show at all Rule Name Rule Evaluation Cycle 3 2 High Value Product Page Add Note On change of JavaScript Variable v Rule Description Remaining Characte
10. E RULES Reference Rule Name Rule Concept If you are looking to Increase Conversions through the use of chat the following rules are related to high value products and cart values These rules generally deploy a chat invitation SPAC that contains a message specific to the context of the page For example if an end user is on a product page for cookware that is 499 or greater then the messaging on the invitation may say Have a question about cookware We re here to help INCREASE CONVERSIONS Reference Rule Name Rule Concept 3 1 High Value Cart Total The end user has over X XXX XX in her cart then offer a chat 3 2 High Value Product The end user is on a product page and the product has a value greater than X XXX XX then offer a Page chat 3 3 Search Engine Referral The end user comes to the website from a search engine result then offer a chat 3 4 Form Field Interaction The end user is completing a form then offer a chat Reducing abandonment can be done in a variety of ways Several of the rules listed here can be applied to your specific business objectives by simply updating the Page URL Value Abandonment rules are a simple yet effective way to communicate with your customers in their time of need Like conversion rules abandonment rules generally deploy a chat invitation SPAC that contains a message specific to the context of the page For example if an end user is on a checkout page and receives an
11. ORACLE Popular Engagement Engine Rules Companies that are new to chat are often unsure of where to place the new channel on their website To help answer these commonly asked questions we ve gathered a comprehensive list of the most popularly deployed rules and captured them in this document Once your business need for chat is defined this document is a great place to start rule selection and can be used to fast track a chat deployment After a predefined timeframe results can be evaluated and rules can be optimized to best fit your company s needs Many companies choose a few choice rules to begin with rules that will gain them quick traction at the beginning of their chat deployment Then after their chosen timeframe may update existing rules and expand their deployment to use new rules For ease of deployment we have provided examples of the conditions used for the rules listed That way it is simple to understand how a basic version of the rule is written allowing for modifications and optimization over time Dashboard Sites A B Testing Settings Help Rules gt Create New Rule Rule Name Rule Evaluation Cycle Add Note Select z Rule Description Remaining Characters 1024 Maximum Number of Invitations This area is used to configure the action s performed when the condition s return a True value Actions Meets the following Conditions all Add Condition v This area is used to configure the con
12. Page Load x Rule Description Remaining Characters 904 a The EU has been on the Home page for 5 mins then offer SPAC aa Maximum Number of Invitations Do this Add Action v Y RightNow CX Display Syndicated Proactive Chat x f a Events Processing Rules Stop Processing Rules Current Rule X Oracle Confidential Page 19 ORACLE Meets the following Conditions All zl Add Condition v a Visitor Interaction Timeout x Inactivity Timeout Value 300 Seconds V Mouse Movement Resets Timer v Keyboard Input Resets Timer 4 Visitor Browsing Current Page URL x Operator Contains Value home Case Sensitive v Trim Whitespace e Cart Page Time on Page Rule A popular variation of this rule is when the end user idles on any cart page for 180 seconds 3 minutes then a chat is offered E note A popular addition to this rule is to include a condition for the value of the cart or product This variation requires a JavaScript Variable The JSVar comes directly from your website For more information review Rules 12 amp 13 in this document Rule Name Rule Evaluation Cycle 4 2 Cart Page 3 mins Add Note Once every Page Load Rule Description Remaining Characters 904 The EU has been on the Cart page for 3 mins then s offer SPAC Maximum Number of Invitations ba Meets the following Conditions All
13. Proactive Chat x x 4 Events Processing Rules Stop Processing Rules Current Rule iy Meets the following Conditions All x Add Condition v Operator Greater than or equal to Number of Page Visits 5 V Specify URL URL Operator Contains URL Value search E Case Sensitive Trim Whitespace Oracle Confidential Page 11 ORACLE 10 Error Message Rule This rule is designed to offer a proactive chat invitation to an end user when the end user receives an error message on a page In our example we are offering chat to anyone on the website that receives an error message so we are not including a Visitor Browsing Current Page URL condition in this rule That way the rule applies to the entire site and not just one specific page or subset of pages If you d like to narrow the scope of this rule feel free to add the Visitor Browsing Current Page URL condition to your version of the rule Note The JavaScript Variable comes directly from the source code of your website To understand how this rule can apply to your website please check with your internal development team those who create and maintain your company s website It is best to have a very clear and specific variable for this rule otherwise you run the risk of over offering the Syndicated Proactive Chat widget Rule Name Rule Evaluation Cycle 2 5 Error Message On Page Load X Rul
14. ated Conditional Chat x Meets the following Conditions All Add Condition v Operator Matches regular expression Regular Expression contact us html V Trim Whitespace 7 Out of Process Rule The example listed here for this rules is designed to offer a proactive chat invitation to an end user when the end user was previously in the cart and is not currently in the checkout process See note For an Out of Process Rule it is important to ensure the logical click path to purchase is represented in the Value fields of the conditions The URL Value for each condition comes directly from your website For example if it is logical for a customer to be in the cart then move to checkout use that flow in the Value fields Values will be URLs from your website that represents the cart gt checkout process When in the cart if your customers tend to continue shopping then choose a very specific URL to avoid over inviting customers Rule Name Rule Evaluation Cycle 2 3 OoP Cart gt Checkout Add Note Once every Page Load ix Rule Description Remaining Characters 930 The EU was previously on a Cart page but is currently not on a Checkout page then offer SPAC Maximum Number of Invitations Do this Add Action v Y RightNow CX Display Syndicated Proactive Chat x aa a Events Processing Rules Stop Processing Rules Current Rule Oracle Confid
15. ations Do this Add Action vy RightNow Cx Display Syndicated Proactive Chat a Events Processing Rules Stop Processing Rules Current Rule Meets the following Conditions All M Add Condition v Comparison Method Search engine Operator Contains Search Engine Name google Case Sensitive V Trim Whitespace 4 Visitor Browsing Previous Page URL x Operator Contains Value lamp E Case Sensitive V Trim Whitespace Oracle Confidential Page 16 ORACLE 15 Form Field Interaction Rule This rule is designed to offer a proactive chat invitation to an end user when the end user selects a specific option from the web page This rule can be used to trigger an invitation based on the value of the field or an interaction with the field This rule is typically used with radio buttons and checkboxes In this example the end user is shopping for a specific smart phone and selects the 16GB option then offer a Syndicated Proactive Chat invitation Rule Name Rule Evaluation Cycle 3 4 Form Field Content Add Note Once every Page Load bd Rule Description Remaining Characters 984 If the EU downgrades to 16GB offer SPAC Maximum Number of Invitations Do this Add Action RightNow CX Display Syndicated Proactive Chat x a Events Processing Rules x Stop Processing Rules Current Rule v
16. aunched the chat By creating a PagePeek rule this feature is enabled Rule Name Rule Evaluation Cycle 1 4 PagePeek Once every Page Load iy Rule Description Remaining Characters 998 An agent productivity tool Maximum Number of Invitations Do this f is S vV A Add Action v a Live Help On Demand Enable PagePeek x This action marks the page as available for PagePeek 5 Header Rule This rule is designed to offer a chat button in the header of your company s website Another popular variation of this rule is the Footer equivalent For example instead of offering a chat button in the header offer it in the footer of your company s website Regardless of the position name the rule appropriately if the chat button appears in the header name the rule with the Header designation If the rule displays chat in the footer name the rule with the Footer designation This is perhaps the easiest rule to write because if you choose to offer a chat button in the header of all of your web pages then you do not need any conditions on this rule The URL is defined within the Site condition so you simply need to invoke the Syndicated Conditional Chat Link SCCL widget and do not need conditions Oracle Confidential Page 7 ORACLE Note To show the syndicated conditional chat link SCCL on specific web pages you will need a condition with a URL Value The URL Value comes directly from your
17. ber and the Session ID from the source code on the webpage This rule can only be effective if a form field exists to gather this information from or there is a reliable and consistently available JavaScript Variable on the pages where chat is launched For Data Collection Rules to function properly the proper JavaScript Variables must exist in the source code of your website To understand how this rule can apply to your website please check with your internal development team those who create and maintain your company s website They will know which JavaScript Variables currently exist or if other variables can be used to collect the same information It is best to have a very clear and specific variable for this rule otherwise no information will be gathered Popular variables to collect Session ID Customer ID Loyalty Number Membership Level Product Value Cart Total Rule Name 1 1 Data Collection Rule Description Collect the following data from an authenticated EU 1 Seconds Loyalty Program Number and Session ID Maximum Number of Invitations Remaining Characters 933 Order Total Rule Evaluation Cycle On Page Load Recurrence Rule Evaluation Maximum Limit 10 Browser Version Oracle Confidential Page 5 ORACLE Do this Add Action Custom Data Field 1 RightNow Custom Data Field Select JavaScript Variable loyaltyNumber Custom Data Field 2 RightNow Custom Data Field Sel
18. ditions Conditions Oracle Confidential Page 1 ORACLE Important Assumptions The reader has a general understanding of the Engagement Engine and how it works The proper Engagement Engine Code is placed on the appropriate web pages A DIV tag with a unique ID used to insert Syndicated Chat Widgets already exists on the pages where rules will be deployed For Data Collection rules the appropriate JavaScript Variables exist on the web pages The ACTIONS for all rules include o Deploying a Syndicated Chat widget o An event to stop processing the current rule To stop processing rules is a best practice for all proactive rules listed in this document Testing on a test site occurs prior to placing any rule in production The Engagement Engine can also be used to trigger Click to Call invitations Oracle Click to Call Cloud Service turns a traditional telephony service into a smart interactive voice experience Click to Call capabilities deliver fast personal interactive voice assistance to the right online customers right when they need it For more information please contact your Oracle Representative The following matrix helps to define how and when you might offer chat as a communication channel based on business need Chat can be deployed through the Syndicated Conditional Chat Link widget SCCL essentially these are chat buttons or links that appear throughout a website Chat can also be deployed through th
19. e Description Remaining Characters 977 Focida If the EU receives an error message offer SPAC 1 Seconds Rule Evaluation Maximum Limit Maximum Number of Invitations Do this Add Action RightNow CX Display Syndicated Proactive Chat a Events Processing Rules Stop Processing Rules Current Rule k Meets the following Conditions All M E v Add Condition v a WebPage Content JavaScript Variable Variable Type Text Variable Name div class error message Operator Contains Value error _ Case Sensitive V Trim Whitespace Oracle Confidential Page 12 ORACLE 11 Error Page Rule This rule is designed to offer a proactive chat invitation to an end user when the end user receives an error page In our example we are offering chat to anyone on the website that receives a 404 error Because we want this rule to apply across the entire website we are not including a Visitor Browsing Current Page URL condition in this rule Note The JavaScript Variable comes directly from the source code of your website To understand how this rule can apply to your website please check with your internal development team those who create and maintain your company s website Itis best to have a very clear and specific variable for this rule otherwise you run the risk of over offering the Syndicated Proactive Chat widget Rule Name Ru
20. e Syndicated Proactive Chat widget SPAC where conditions are used to trigger chat invitations Here we ve organized the most popular chat rules by widget type offered and business need i Syndicated Proactive Chat invitations are triggered by using Rules 7 16 Each rule no matter the widget used should be tested on a test site before publishing to a production site Often testing rules is easiest when you add a single condition at a time For example you are writing a rule that triggers on a specific page after a specific time First add the page condition then test the rule Next add the time condition then test the rule Oracle Confidential Page 2 ORACLE CHAT Channel Chat Buttons Chat Invitations SCCL SPAC Data Collection Rules 1 2 3 4 Basic Assistance Rules 5 amp 6 Superior Rules 7 8 9 Assistance 10 amp 11 Increase Rules 12 13 Conversions 14 amp 15 Reduce Rules 16 17 Abandonment 18 19 amp 20 Data Collection Rules should appear first in the order of rules These rules are designed to gather information from the end user s browser session and therefore are not specific to the SCCL widget or the SPAC widget The order in which the Engagement Engine triggers rules is based on Rule Evaluation Order The rule with the lowest Evaluation Order value is evaluated first followed by the rule with the next lowest Evaluation Order value and so on The order in which t
21. ect JavaScript Variable sessionID 2 Conversion Tracking Rule This rule is used when a company would like to understand how chat sessions convert HS note The URL Value comes directly from your website so it is important to choose a value that makes sense to your company s website and the most common click path of your website visitors In this example ABC Company considers the order confirmation page a conversion so we use that as the transaction complete indicator in our example Your conversion page will be specific to your company s website Rule Name Rule Evaluation Cycle 1 2 Conversion Tracking Add Note Once every Page Load Rule Description Remaining Characters 987 Tracks when a transaction is complete Maximum Number of Invitations Do this Add Action a Events Log Event x Event Name Transaction Completed Meets the following Conditions All Add Condition v Operator Contains Value spaces us order confirmation Case Sensitive V Trim Whitespace Oracle Confidential Page 6 ORACLE 3 Third Party Analytics Rule If your company uses a third party analytics tool to track conversions consider integrating chat events into your existing reports For integration with third party website analytics tool please contact Oracle Consulting 4 PagePeek Rule PagePeek is an agent productivity tool that allows the agent to see the page where an end user l
22. ential Page 9 ORACLE Meets the following Conditions All Add Condition v 8 No Search Results Rule 4 Visitor Browsing Current Page URL Operator Does not contain Value spaces us checkout Case Sensitive V Trim Whitespace 4 Visitor Browsing Previous Page URL x Operator Contains Value spaces us cart Case Sensitive Trim Whitespace This rule is designed to offer a proactive chat invitation to an end user when the end user searches in the search tool for an item or knowledgebase answer and it returns unavailable In our example below the end user has searched a few times and received no results each time so then a chat invitation is offered For the No Search Results Rule you need a Current Page URL and to understand the content of your website for the JavaScript Variable The URL Value for the condition comes directly from your website The JavaScript Variable comes directly from the source code of your website To understand how this rule can apply to your website please check with your internal development team those who create and maintain your company s website It is best to have a very clear and specific variable for this rule otherwise you run the risk of over offering the Syndicated Proactive Chat widget Rule Name 2 4 No Search Results Rule Description Rule Evaluation Cycle On Page Load
23. error when entering a promotion code the messaging on the invitation may say Issues with a Promo Code We re here to help Oracle Confidential Page 4 ORACLE REDUCE ABANDONMENT Reference Rule Name Rule Concept 4 1 Any Page Time On Site The end user has been on the site for XX seconds then offer chat 4 2 Any Page Time On Page The end user is on X page for XX seconds then offer chat 4 3 Multi Page in The end user is browsing a specific section of the website and has visited X number of product pages Category Time On Site within a defined category then offer chat after X seconds on the site 4 4 Mouse Out 19 The end user mouses away from the body of the X page by navigating into the browser area then offer chat 4 5 Remove Item s The end user removes X from the X page then offer chat 1 Data Collection Rules Data Collection rules are used for a variety of reasons For example if a company wants to collect known information about the authenticated end user and pass it into the chat session This is helpful to both the end user and the agent so the end user does not need to supply contact information in a pre chat form Another example is when company wants to collect data from the page to enrich reporting Any information that adds meaning to analytics and or will aid the agent in offering superior customer experience is useful to collect In this example we are collecting the Loyalty Program Num
24. f your website To understand how this rule can apply to your website please check with your internal development team those who create and maintain your company s website They will know if a JavaScript Variable for Cart Value already exists or if another variable can be used It is best to have a very clear and specific variable for this rule otherwise you run the risk of over offering the Syndicated Proactive Chat widget or not having it show at all Rule Name 3 1 High Value Cart Total Rule Description Rule Evaluation Cycle Add Note On change of JavaScript Variable Remaining Characters 957 JavaScript Variable subTotal The Cart Subtotal is greater than or equal to 499 then offer SPAC Maximum Number of Invitations Do this Add Action v p RightNow CX Display Syndicated Proactive Chat x 4 Events Processing Rules x Stop Processing Rules Current Rule X Meets the following Conditions All Add Condition v P a WebPage Content JavaScript Variable Variable Type Numeric Variable Name subT otal Operator Greater than or equal to z Value 499 4 Visitor Browsing Current Page URL x Operator Contains x Value spaces us cart Case Sensitive v Trim Whitespace Oracle Confidential Page 14 ORACLE 13 High Value Product Page
25. he rules appear in the Engagement Engine editor should reflect evaluation order which is why we suggest placing Data Collection Rules at the top of the list DATA COLLECTION RULES Reference Rule Name Rule Concept 1 1 1 Data Collection A company wants to collect known information about the authenticated end user and pass it to the chat session so the end user does not need to supply contact information in a pre chat form A company wants to know how chat is affecting the bottom line Please note This is an advanced rule and is discussed at a high level in this document If Basic Assistance Rules will be deployed these should be listed next These might be rules that deploy a chat button SCCL throughout your website For example if you want an end user to have access to chat when they are on a Contact Us page this type of rule would be used Oracle Confidential Page 3 ORACLE GENERAL ASSISTANCE RULES Reference Rule Name Rule Concept 2 1 Header If agents are available offer a Live Chat link button in the header of my website 2 2 Contact Us Pages If agents are available offer a Live Chat link button on the contact us pages of my website For more advanced Assistance Rules you might deploy Superior Assistance Rules These should be ordered after Basic Assistance Rules Superior Assistance Rules are for more complex situations like when an end user receives an error on the page SUPERIOR ASSISTANC
26. le Evaluation Cycle 2 7 Error Page Add Note Once every Page Load Rule Description Remaining Characters 974 If the EU receives an error page 404 offer SPAC Maximum Number of Invitations Do this Add Action Y RightNow CX Display Syndicated Proactive Chat x a Events Processing Rules Stop Processing Rules Current Rule Meets the following Conditions All Add Condition v Variable Type Text Variable Name div class error page Operator Contains Value error Case Sensitive V Trim Whitespace Oracle Confidential Page 13 ORACLE 12 High Value Cart Total Rule This rule is designed to offer a proactive chat invitation to an end user when the end user has over a specific dollar amount in the cart In this example we are offering chat to anyone on the cart page where the cart value Sub Total is greater than or equal to 499 For this rule to be effective there needs to be an existing form field or JavaScript variable in the source code of the page We also suggest adding this JavaScript value to your Data Collection rule Rule 1 in this document so Chat Agents are able to see the value within their Chat Workspace For this rule you need a Current Page URL and to understand the content of your website for the JavaScript Variable The URL Value for the condition comes directly from your website The JavaScript Variable comes from the source code o
27. oard Input Resets Timer Operator Contains Value janswers detail a_id 144 E Case Sensitive V Trim Whitespace J Product Page Time on Page Rule A popular variation of this rule is when the end user idles on any product page for 300 seconds 5 minutes then a chat is offered Oracle Confidential Page 22 ORACLE Rule Name Rule Evaluation Cycle 4 2 Product Page 5 mins Add Note Once every Page Load Rule Description Remaining Characters 960 The EU has been on the product pages for 5 mins then offer SPAC Maximum Number of Invitations Stop Processing Rules Current Rule Meets the following Conditions All Add Condition v Inactivity Timeout Value 300 Seconds Mouse Movement Resets Timer Keyboard Input Resets Timer a Visitor Browsing Current Page URL x Operator Contains Value pdp E Case Sensitive V Trim Whitespace e Discount Time on Page Rule A popular variation of this rule is when the end user idles on a special offer page or a promotional discount page for 180 seconds 3 minutes then a chat is offered Rule Name Rule Evaluation Cycle 4 2 Discount Page 3 mins Add Note Once every Page Load iy Rule Description Remaining Characters 962 The EU has been on a Discount page for 3 mins then offer SPAC Maximum Number of Invitations a Events Processing Rules x Stop Processing Rules Current Rule Oracle Confidential Page 23 ORACLE
28. or Browsing Current Page URL Operator Contains Value spaces us cart Case Sensitive Trim Whitespace a Visitor Interaction Mouse Movement Out of Zone x Timeout 0 Seconds Trigger Value 1 Mouse Outs Zone Coordinates XCoordinate Y Coordinate 1 1 Width Height 1 Pixels 50 Pixels 20 Remove Items Rule This rule is designed to offer a proactive chat invitation to an end user when the end user removes items from the cart page Rule Name Rule Evaluation Cycle 4 5 Remove Items Add Note On Page Load x Rule Description Remaining Characters 966 a The EU removes a n item s from the Cart page offer 1 Seconds SPAC Rule Evaluation Maximum Limit Maximum Number of Invitations Do this Add Action 4 Events Processing Rules x Stop Processing Rules Current Rule Oracle Confidential Page 26 ORACLE Meets the following Conditions All Add Condition v Operator Contains Value spaces us shopping bag E Case Sensitive V Trim Whitespace a Visitor Interaction Mouse Click on Page Element x Element Property Select Operator Equal to Element Property Value imgRemove Case Sensitive V Trim Whitespace For more information on Rules and configuration please reference the Engagement Engine User Manual which can be found in the Help menu of your Engagement Engine
29. rs 969 Java Script Variable skus 0 salePrice The Product Price is greater than 499 then offer SPAC Maximum Number of Invitations Do this Add Action v i Di i j va RightNow CX Display Syndicated Proactive Chat x a Events Processing Rules x Stop Processing Rules Current Rule v Meets the following Conditions All M Add Condition v Variable Type TT Variable Name skus O salePrice Operator Greater than or equal to Value 499 4 Visitor Browsing Current Page URL x Operator Oona nS nmin Value spaces us product E Case Sensitive V Trim Whitespace Oracle Confidential Page 15 ORACLE 14 Search Engine Referral Rule This rule is designed to offer a proactive chat invitation to an end user when the end user has performed a search ona Search Engine and then visits your company s website In this example the end user performed a Google Search for the term lamps When the end user lands on the Lamps Directory page a specific Syndicated Proactive Chat invitation is offered with the message Looking for a lamp We re here to help Rule Name Rule Evaluation Cycle 3 3 Search Engine Results Add Note Once every Page Load x Rule Description Remaining Characters 934 If the EU performs a search engine search for LAMP S then visits our website offer SPAC Maximum Number of Invit
30. very Page Load x Rule Description Remaining Characters 900 The EU has been on the Shipping page for 7 mins then z offer SPAC x Maximum Number of Invitations Do this Add Action Y RightNow CX Display Syndicated Proactive Chat x 4 Events Processing Rules x Stop Processing Rules Current Rule Oracle Confidential Page 21 ORACLE Meets the following Conditions All iy Add Condition v Inactivity Timeout Value 420 V Mouse Movement Resets Timer V Keyboard Input Resets Timer Operator Contains Value shipping Case Sensitive V Trim Whitespace e Help Page Time on Page Rule A popular variation of this rule is when the end user idles on any Customer Service Help FAQ page for 30 seconds and then a chat is offered In this example chat is offered when the end user has been idle on the knowledge base answer 144 for 30 seconds Rule Name Rule Evaluation Cycle 4 2 Help Page 30 secs Once every Page Load Rule Description Remaining Characters 943 The EU has been on the knowledge base answer 144 for 30 seconds then offer SPAC Maximum Number of Invitations Do this _ Add Action RightNow CX Display Syndicated Proactive Chat x a Events Processing Rules Stop Processing Rules Current Rule Meets the following Conditions All Add Condition v Inactivity Timeout Value 30 V Mouse Movement Resets Timer V Keyb
31. website Rule Name Rule Evaluation Cycle 2 1 Header Add Note Once every Page Load z Rule Description Remaining Characters 971 If agents are available offer the SCCL in the header Maximum Number of Invitations Do this Add Action w Ri ghtNow CX Display Syndicated Conditional Chat 6 Contact Us Pages Rule This rule is designed to offer a chat button on the contact us pages of your company s website Popular variations of this rule include Product Pages and Buy Flow Pages For example you may want a chat button to appear on product pages next to a sizing chat to easily help customers when they have questions about measurements Or to assist within the cart and check out process you might have a chat button in the right side bar of the page to have assistance at the ready These rule variations are easy to do simply by updating the Page URL Value And regardless of the position name this rule and all variations appropriately E note The URL Value comes directly from your website so it is important to choose a value that is consistent and universal Oracle Confidential Page 8 ORACLE Rule Name Rule Evaluation Cycle 2 2 Contact Us Pages Add Note Once every Page Load Z Rule Description Remaining Characters 951 If agents are available offer 5CCL on the contact us pages of my website Maximum Number of Invitations Do this Add Action Y RightNow CX Display Syndic
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