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Siebel Chat Guide > Working with Siebel Chat > Handling Siebel Chat Sessions > Transferring Siebel Chat Interactions to OthersIt 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 WorkgroupTo transfer a chat to a workgroup, complete the steps in the following procedure. To transfer a chat to a workgroup
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 AgentTo transfer a chat to another agent, complete the steps in the following procedure. To transfer a chat to another agent
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 |
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