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About Dual Personalization

The Personalization engine has the ability to personalize the Call Center application based on both the agent's profile and the customer's profile. The agent's profile is loaded when the agent logs into the Call Center application. The customer's profile is loaded when the customer information is populated in the Customer Dashboard. This allows the agent to see customer-specific information based on the personalization rules created by your Siebel administrator.

For example, based on the customer's profile you could show a different applet or view to the agent. You could have a Recommended Products applet which only shows products for this customer based on products he previously purchased.

To access the profile information you create personalization rules. The Me.attribute allows you to access agent's profile information and the You.attribute to access the customer's profile information. Examples of these commands are displayed below.

See Personalization Administration Guide for more information about profile attributes and creating personalization rules.


 Siebel Tools Reference, Version 7.5, Rev. A 
 Published: 18 April 2003