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Workflow for Accepting Siebel Chat Requests

When an agent accepts an incoming chat, Siebel Call Center attempts to identify the customer requesting the chat from the information provided on the chat request form. This information determines whether an activity event or a service request is to be created, and consequently the application view that the agent is directed to in the Siebel Call Center application.

The workflow for accepting an incoming chat is summarized in Figure 5 as follows:

1. When an agent accepts a chat, an activity is created for the service request (new or existing) or contact record. 
2. If possible, the chat UI business service identifies the contact.
3. If necessary, the chat UI business service creates a service request.

   NOTE:  If the chat system preference AutoCreate Service Req is set to Y, then a service request is created automatically each time that an agent accepts a chat, including an anonymous chat. For more information about system preferences, see Setting Up System Preferences in Siebel Call Center for Siebel Chat.

4. Next, the chat UI business service updates the chat activity with the identified contact (if any) and service request (if any).
5. Finally, the chat UI business service directs the agent to the appropriate view (service request detail view, contact detail view, or search results view) in the Siebel Call Center application.

Figure 5 describes a workflow for accepting Siebel chat requests.

Figure 5. Workflow for Accepting Siebel Chat Requests