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Roadmap for Configuring Siebel Chat Auto Answer for Agents

This topic describes how to enable the automatic acceptance of chat (hereafter referred to as chat auto answer) in Siebel Call Center for agents. Administrators can either configure chat auto answer for agents, or agents can configure it.

When chat auto answer is enabled for agents, agents do not have to manually accept chats that are offered to them. Instead, the chat that is offered automatically becomes the active chat session for the agent by opening on the agent's screen, provided that the agent has no other chat sessions assigned. The behavior is different if chat auto answer is enabled and the agent is busy handling one or more chat sessions or completing a chat wrap-up. In these cases, the behavior is as follows:

• The chat that is offered does not automatically open on the agent's screen.
• The chat tab flashes to indicate that a new chat has been automatically accepted and queued to the agent. Administrators can configure the color that is used when the chat tab flashes.
• When the agent clicks the flashing chat tab, the chat session opens, and the chat tab stops flashing.
• If the customer decides to disconnect from the chat before the agent can open the chat session, then the chat is wrapped up as normal.

To configure Siebel Chat auto answer for agents in Siebel Call Center, perform the following tasks and process:

• Configuring the Siebel Chat Blink Tab System Preference
• (Optional) Setting the Color for the Siebel Chat Blinking Tab
• Preventing All Chat Tabs from Becoming Inactive
• Disabling the Service Integration Inbox Workflows
• Process of Configuring Communications for Siebel Chat Auto Answer