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Transferring Siebel Chat Interactions to Others

It is possible for an agent to transfer or reassign a chat, which the agent has already accepted, to another workgroup or agent. Transferred chats are processed exactly the same way as other incoming chats. However, it is possible to monitor the total number of interactions transferred into a workgroup and transferred out of a workgroup by setting up a Workgroup Statistics View in Oracle Contact On Demand Supervision Manager. For more information about setting up views in Oracle Contact On Demand, see About Setting Up Views in Oracle Contact On Demand Supervision Manager.

When a chat is transferred, the chat transferred activity created by the transferring agent is updated to associate the receiving agent with the activity, and the chat transcript is attached to the activity. While a chat is being transferred, the customer is not able to submit any messages to the agent until the (new) receiving agent accepts the transferred chat.

Transferring a Chat to a Workgroup

To transfer a chat to a workgroup, complete the steps in the following procedure.

To transfer a chat to a workgroup

1. Select the chat that you want to transfer:

   In the Siebel Chat interface, click the tab of the chat interaction that you want to transfer.

2. Click the Bind Transfer Work Item button on the communications toolbar of Siebel Call Center.
3. Select a workgroup on the Bind Transfer Work Item list that opens, then click OK.

   The chat is transferred to the selected workgroup. The chat transcript includes all previous conversations and interactions that the previous agent had with the customer.

   The Bind Transfer Work Item list shows only the available chat workgroups. It does not show any available voice (or CTI) workgroups.

NOTE:  Any messages that the customer sends while the agent is transferring a chat are lost; that is, they are not captured in the chat window or transcript.

Transferring a Chat to Another Agent

To transfer a chat to another agent, complete the steps in the following procedure.

To transfer a chat to another agent

1. Select the chat that you want to transfer:

   In the Siebel Chat interface, click the tab of the chat interaction that you want to transfer.

2. Click the Transfer to Agent button on the communications toolbar of Siebel Call Center.
3. Select an agent that has a status of Available on the Transfer to Agent list that opens, then click OK.

   The chat is transferred to the selected agent. The chat transcript includes all previous conversations and interactions that the previous agent had with the customer.

   You cannot transfer a chat to an agent that has a status of Busy, On Break, or Logged Out.

NOTE:  Any messages that the customer sends while the agent is transferring a chat are lost; that is, they are not captured in the chat window or transcript.

Related Topic

Process of Setting Up Siebel Chat Transfer to Agent or Workgroup