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Refreshing Siebel Chat Dashboard Fields

By default you can manually refresh Siebel Chat dashboard fields. However, you can also set up chat dashboard fields to dynamically refresh.

Refreshing Siebel Chat Dashboard Fields Manually

After changing fields, such as, Account and Contact on the Chat Service Request detail view, you can manually refresh the chat dashboard fields during a chat session to show the latest changes.

To manually refresh the Siebel Chat dashboard fields

1. Click the Action menu in the chat dashboard.
2. Select Refresh Chat Dashboard Fields, and then click Go.

Configuring Dynamic Refresh for Siebel Chat Dashboard Fields

If you want the fields on the chat dashboard to update straight away after an agent changes the business component values, then you must configure a new action set and run-time event respectively. Use the following procedure to configure dynamic refresh for Siebel Chat dashboard fields so that after an agent updates, for example, the service request record, the chat dashboard fields are updated automatically as well.

To configure dynamic refresh for Siebel Chat dashboard fields

1. Log in to your Siebel Call Center application.
2. Create the action set to update the chat dashboard as follows:
   1. Navigate to Administration - Runtime Events, Actions Sets view, select the Personalization Action Set list applet, and then add a record with the values shown in the following table.

      Field	Value
      Name	Update Chat Dashboard
      Active	Selected
      Enable Export	Selected
      Description	Update the BC field values on the chat dashboard.

   2. Navigate to Administration - Runtime Events, Actions Sets view, select the Personalization Action list applet, and then add a record with the values shown in the following table.

      Field	Value
      Name	Update Chat Dashboard
      Action Type	BusService
      Sequence	1
      Active	Selected NOTE:  This field indicates whether the action is active or not.
      Business Service Name	Chat UI Business Service
      Business Service Method	RefreshChatPaneDashboard

3. Create the event alias, and then the event as follows:
   1. Navigate to Administration - Runtime Events, Event Aliases view, and then add a record with the values shown in the following table.

      Field	Value
      Name	Service Request - Update
      Object Type	BusComp
      Object Name	Service Request
      Event	WriteRecordUpdate

   2. Navigate to Administration - Runtime Events, Events view, and then add a new event with the values shown in the following table.

      Field	Value
      Name	Service Request - Update After you select the event name from the drop-down list, the Object Type, Object Name, and Event fields are filled in automatically.
      Object Type	BusComp
      Object Name	Service Request
      Event	WriteRecordUpdated
      Sequence	Enter a sequence number (for example, 2) that does not conflict with the current event.
      Action Set Name	Update Chat Dashboard.

4. Restart the Siebel Server for the run-time event to take effect.

   Whenever an agent updates a service request, an action is triggered to update all the BC fields (not only the service request fields) on the chat dashboard.

   You can configure more events, as required, using other business components whose fields display on the chat dashboard to trigger the update dashboard action. For example, you can configure an event triggered by updating a contact. In this case, all BC fields on the chat dashboard are updated when the agent updates the contact.