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Siebel Chat Users
The following types of users are involved in the setup and usage of Siebel Chat:
For information about setting up accounts for agents, administrators, and supervisors, see Setting Up User Accounts in Oracle Contact On Demand Administration Manager. Table 3 outlines the main access level permissions for agents, administrators, and supervisors.
Table 3. Access Level Permission for Siebel Chat Users
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Agent |
Agents can:
- Log in to the Siebel Call Center application and Siebel Chat
- Accept and respond to Siebel Chat requests
- Transfer Siebel Chat interactions to other workgroups and agents
- Release and wrap-up Siebel Chat sessions
- Create inbound service requests
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Administrator |
Administrators can:
- Log in to Siebel Chat and Oracle Contact On Demand Administration Manager
- Manage critical data to set up and configure Siebel Chat
- Manage user accounts for agents and supervisors
- Create and run reports
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Supervisor |
Supervisors can:
- Log in to Oracle Contact On Demand Supervision Manager
- Monitor agent statistics, workgroups, projects, and Siebel Chat interactions
- Set alarms
- Create and run reports
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