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Setting Up Agent Responsibilities and Views in Siebel Call Center

To handle chat interactions, each user of Siebel Chat must be given access to certain views and responsibilities. By default, the Universal Agent responsibility in Siebel Call Center is already set up for Siebel Chat. However, if you want to use a different responsibility (other than Universal Agent), then you must set up a new agent responsibility in Siebel Call Center, and add the appropriate chat views and users to that responsibility. This task is a step in Roadmap for Configuring Siebel Call Center for Siebel Chat.

To set up agent responsibilities and views in Siebel Call Center for Siebel Chat

1. Navigate to the Administration - Application screen, then the Responsibilities view.

   A list of responsibilities displays with the responsibilities tab open.

2. Click New to create a new universal agent responsibility, and complete the fields as described in the following table.

   Name	Description	Example Value
   Responsibility	Enter a name for the universal agent responsibility that you want to create.	Universal Agent B2B+B2C
   Description	Enter a description for the responsibility.	Siebel Universal Agent
   Organization	Click the single select button, and select the organization to which the responsibility belongs.	Active Systems

3. In the Views section of the page, click Add and add the following views to your agent responsibility:
   • Chat View
   • Chat Activity View
   • Chat Language Mapping View
   • Chat Parameter and Routing Administration View
   • Chat Popup Base View
   • Service Request Detail View
   • All Service Requests List View
   • Persistent Customer Dashboard View
   • Contact Details View
   • Contact Details View, Detail Tab
   • Visible Contact List View
   • Solution Resolution Documents View
   • Activity Attachment View
   • Activity Wrap-up View
   • Search View
   • Basic Search View
   • Basic Search Results View
   • Advanced Search View
   • Advanced Search Results View
   • Search Selection View
   • Search Looking View
4. In the Users section of the page, click Add and add your chat users to the agent responsibility.