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Siebel Chat Interface

The Siebel Chat interface can appear in a docked position or as a floating pane in your Siebel Call Center application. You can undock the chat pane by dragging the Chat title bar out of the dock , and then you can dock it again by clicking the Chat button on the application toolbar. When the chat pane is floating, it can be dragged anywhere within the confines the main Siebel Call Center application area.

Agents can show, hide, and resize the chat pane (shown in Figure 4) during a chat session without losing the content in the chat pane. Agents can minimize and maximize the floating chat pane by double-clicking the Chat title bar of the floating chat pane. Agents can engage in multiple chat sessions with many users simultaneously. If more than one chat session is open, then the chat sessions are represented by tabs across the top of the chat pane. For more information, see Handling Multiple Simultaneous Siebel Chat Sessions.

Siebel Chat Interface

Figure 4 shows the Siebel Chat interface or chat pane. The callouts in Figure 4 show the following:

• 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 chat wrap-ups, end messages, and displays a typing indicator. 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 input area. The message input area in the chat pane is where an agent enters the responses to a chat request and smart shares service request and solution information. For more information about these tasks, see Responding to an Incoming Chat.
• URL area. The 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. To do this, enter the URL, and then press enter to push the URL to the customer. This 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)