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Reviewing Inbound Siebel Chat Activities Associated with Contacts

Agents can review inbound chat activities and solutions associated with individual contacts. To review inbound chat activities associated with a contact, complete the steps in the following procedure.

To review inbound chat activities associated with a contact

1. Navigate to the Contacts screen, then the Contacts List view.
2. Click or query for the contact 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 contact.
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.