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Siebel Chat Interface

The Siebel Chat interface resides inside an action pane on the right-hand side of your Siebel Call Center application. To the left of the chat pane is the main Siebel Call Center application area.

Agents can show, hide, and resize the chat pane (shown in Figure 4) during the course of a chat session, and without losing the content in the chat pane, if more screen space is required to perform actions in the main Siebel Call Center application content frame.

Agents can engage in multiple chat sessions with many users simultaneously. If more than one chat session is open, the chat sessions are represented by tabs across the top of the chat pane, where each chat tab shows the first name of the customer. For more information about handling and moving between multiple chat sessions, see Handling Multiple Simultaneous Siebel Chat Sessions.

Explanation of Callouts

Figure 4 shows the Siebel Chat interface (chat pane), which contains the following areas:

• Dashboard. The chat dashboard in the chat pane displays details about the problem that the customer is having. Agents can carry out a number of popular actions quickly using the chat dashboard. For more information about the chat dashboard, see Siebel Chat Dashboard.
• Transcript area. The transcript area in the chat pane is where agents view the transcript of the chat conversation so far. Each part of the chat conversation is clearly labelled with either the agent's or the customer's name, is dated, and time stamped. The transcript area also captures any interactions performed using the functions available on the communications toolbar or URLs pushed to the customer. When a chat session ends, the chat transcript is attached to an activity. For more information about accessing chat transcripts and attachments, see Reviewing Inbound Siebel Chat Activities.
• Message area. The message area in the chat pane is where an agent enters the responses to a chat request, executes a search, and smart shares service request and solution information. For more information about these tasks, see Responding to an Incoming Chat.
• Push URL area. The push URL area in the chat pane is where an agent can enter a Web URL to share with a customer, which is then automatically displayed in the customer's browser. Entering a URL in this region automatically pushes the URL to the customer, and eliminates the need for the customer to manually copy and paste the URL into a browser window. Agents can also click the URL Library button to access a global list of predefined URLs, which they can push to customers as required. For more information about push URL, see Pushing a Web URL.

Figure 4. Siebel Chat Interface (Chat Pane)