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Guidelines for Managing Agents

Guidelines for administrators and supervisors who are responsible for managing agents involved in handling Siebel Chat interactions are described in this topic.

Guidelines for Administrators

It is recommended that administrators follow these guidelines:

1. Do not display the names of your agents to users, use aliases for your agents instead.

   Make sure that the First Name value used for each agent when setting up user accounts in Oracle Contact On Demand corresponds to the alias that you use for the same agent on the agent's Person record in the Siebel Call Center application.

   For more information, review the following:

   • Setting Up an Alias for Siebel Chat Users in Siebel Call Center
   • Setting Up User Accounts in Oracle Contact On Demand Administration Manager
2. Make sure that skills are assigned to agents appropriately, and that weights are attached to skills within workgroups accordingly.

   For more information, review the following:

   • Setting Up Skills in Oracle Contact On Demand Administration Manager
   • Setting Up Workgroups in Oracle Contact On Demand Administration Manager
3. To assist agents in the handling of inbound chat interactions:
   • Set up URL libraries in Oracle Contact On Demand, then link the URLs as push pages to a chat project.
   • Where possible, hide the features of Oracle Contact On Demand Administration Manager that are unsupported by Siebel Chat from your agents by setting up a company package for your company.
4. Set up and run reports that provide concrete performance statistics about agents.

Related Topics

Creating a URL Library in Oracle Contact On Demand Administration Manager

Creating a Company Package in Oracle Contact On Demand Administration Manager

About Running Reports with Oracle Contact On Demand

Guidelines for Supervisors

It is recommended that supervisors follow these guidelines:

1. Make sure that appropriate views are defined in Oracle Contact On Demand Supervision Manager to monitor and review agent and chat interaction activity.
2. Make sure that appropriate alarms are set up in Oracle Contact On Demand Supervision Manager to monitor and review agent and chat interaction activity.
3. Review reports that provide concrete performance statistics about agents.

Related Topics

About Setting Up Views in Oracle Contact On Demand Supervision Manager

About Setting Up Alarms in Oracle Contact On Demand Supervision Manager

About Running Reports with Oracle Contact On Demand