Siebel Chat Guide > Working with Siebel Chat > Reviewing Inbound Siebel Chat Activities >

Reviewing Inbound Siebel Chat Activities Associated with Service Requests

Agents can review inbound chat activities associated with individual service requests. To review inbound chat activities associated with a service request, complete the steps in the following procedure.

To review inbound chat activities associated with a service request

1. Navigate to the Service screen, then the Service Requests List view.
2. Click or query for the service request that you want to review.
3. Go to the Activities tab, click Query, select Chat - Inbound from the Type drop-down list, then click Go to display the inbound chat activities associated with this service request.
4. Click an inbound chat activity to open and review it. In the Chat - Inbound screen that opens:
   1. Go to the Chat Info tab and review the chat-related information associated with the inbound chat activity. For a description of the fields within the Chat Info tab, see Reviewing Inbound Siebel Chat Activities.
   2. Go to the Attachments tab and click the chat_transcript file to open and review the entire transcript of the inbound chat activity. Click any other file attachment to open up, and review the solution content.
   3. Go to the Wrap-Up tab and review wrap-up outcome, feedback, and reason. For more information about wrap-up, see Wrapping Up a Chat.