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Siebel Chat Guide > Working with Siebel Chat > Processing Siebel Chat Requests >
Siebel Call Center Behavior When Processing Siebel Chat Requests
Table 5, Table 6, Table 7, and Table 8 further summarize the default workflow for accepting Siebel Chat requests by describing what happens in Siebel Call Center when various conditions are met (or not, as the case might be). Depending on the information that the customer provides on the chat request form, and the ability of Siebel Call Center to identify that customer, the workflow for accepting an incoming chat can vary. Table 5 describes what happens in Siebel Call Center when the user's contact ID only is identified, along with the presence or absence of various other conditions.
Table 5. Chat Accept Process Workflow Where Contact ID Is Identified
|
|
|
Identify Chat Data Present |
|
Actions in Siebel Call Center Application |
No |
Yes |
Yes |
Yes |
Yes |
Creates a new service request using the contact ID and other chat data present, such as, area, subarea, or problem description. Shows the service request detail view. Opens the search frame and searches using other chat data present, such as, problem description or product category. |
Populates the customer dashboard using the contact ID, and identify chat data (if any), such as, contact first name, contact last name, email address, or phone number. |
Creates a new activity with the contact ID. Updates the activity with the service request ID when the service request is created. |
No |
Yes |
Yes |
No |
Yes |
No |
Yes |
Yes |
Yes |
No |
Creates a new service request using the contact ID. Shows the service request detail view. Opens the search frame with no search criteria. |
No |
Yes |
Yes |
No |
No |
No |
Yes |
No |
Yes |
Yes |
Shows the contact detail view. Opens the search frame and searches using other chat data present. |
Populates the customer dashboard using the contact ID, and identify chat data (if any), such as, contact first name, contact last name, email address, or phone number. |
Creates a new activity with the contact ID. |
No |
Yes |
No |
No |
Yes |
No |
Yes |
No |
Yes |
No |
Shows the contact detail view. Opens the search frame with no search criteria. |
No |
Yes |
No |
No |
No |
Table 6 describes what happens in Siebel Call Center when the user's service request ID and contact ID are both identified, along with the presence or absence of various other conditions.
Table 6. Chat Accept Process Workflow Where Service Request ID and Contact ID Are Identified
|
|
Auto Create Service Request On |
Identify Chat Data Present |
|
Actions in Siebel Call Center Application |
Yes |
Yes |
Yes |
Yes |
Yes |
Shows the service request detail view. |
Populates the customer dashboard using the contact ID, and identify chat data (if any), such as, contact first name, contact last name, email address, or phone number. |
Creates a new activity with the service request ID, and contact ID. |
Yes |
Yes |
Yes |
Yes |
No |
Yes |
Yes |
Yes |
No |
Yes |
Yes |
Yes |
Yes |
No |
No |
Yes |
Yes |
No |
Yes |
Yes |
Yes |
Yes |
No |
Yes |
No |
Yes |
Yes |
No |
No |
Yes |
Yes |
Yes |
No |
No |
No |
Table 7 describes what happens in Siebel Call Center when the user's service request ID only is identified, along with the presence or absence of various other conditions.
Table 7. Chat Accept Process Workflow Where Service Request ID Is Identified
|
|
Auto Create Service Request On |
Identify Chat Data Present |
|
Actions in Siebel Call Center Application |
Yes |
No |
No |
Yes |
Yes |
Shows the service request detail view. |
Searches for the contact using the service request ID and identify chat data (if any), such as, problem description or product category. Populates the customer dashboard. |
Creates a new activity with the service request ID. Updates the activity with the contact ID when the contact is determined. |
Yes |
No |
No |
Yes |
No |
Yes |
No |
No |
Yes |
Yes |
Yes |
No |
No |
Yes |
No |
Yes |
No |
Yes |
No |
Yes |
Searches for the contact using the service request ID. Populates the customer dashboard. |
Yes |
No |
Yes |
No |
No |
Yes |
No |
No |
No |
Yes |
Yes |
No |
No |
No |
No |
Table 8 describes what happens in Siebel Call Center when neither the user's service request ID nor the contact ID are identified, but various other conditions are either present or absent.
Table 8. Chat Accept Process Workflow Where Neither Contact ID Nor Service Request ID Is Identified
|
|
Auto Create Service Request On |
Identify Chat Data Present |
|
Actions in Siebel Call Center Application |
No |
No |
Yes |
Yes |
Yes |
Opens the search frame and searches using other chat data present, such as, problem description or product category. Searches for the contact using identifying chat data present, such as contact first name, contact last name, email address, or phone number. Creates a new service request (with the contact if one is found, or without a contact). Shows the service request detail view. |
If one contact is found, populates the customer dashboard using the contact information and identifying chat data. If no contact could be identified, populates the customer dashboard with the identifying contact data, and flags it as an unknown contact, such as, contact email address or contact phone number. |
Creates a new activity with the service request ID and contact ID (if found). |
No |
No |
Yes |
Yes |
No |
Opens the search frame with no search criteria. Searches for the contact using the identifying chat data present, such as contact first name, contact last name, email address, or phone number. Creates a new service request (with the contact if one is found, or without a contact). Shows the service request detail view. |
No |
No |
Yes |
No |
Yes |
Opens the search frame, and searches using other chat data present, such as, problem description or product category. Creates a new service request without the contact information. Shows the service request detail view. |
This is an anonymous chat, where the customer dashboard is not populated with any information. |
Creates a new activity with the service request ID. |
No |
No |
Yes |
No |
No |
Opens the search frame, with no search criteria. Creates a new service request without the contact information. Shows the service request detail view. |
No |
No |
No |
Yes |
Yes |
Opens the search frame and searches using other chat data present, such as, problem description or product category. Searches for the contact using identifying chat data present, such as contact first name, contact last name, email address, or phone number. Shows the contact detail or contact list view. |
If one contact is found, populates the customer dashboard using the contact information and identifying chat data. If a contact could not be identified, populates the customer dashboard with the identifying chat data, and flags it as an unknown contact, such as, contact email address or contact phone number. |
Creates a new activity with the contact ID (if found). |
No |
No |
No |
Yes |
No |
Opens the search frame with no search criteria. Searches for the contact using the identifying chat data present, such as contact first name, contact last name, email address, or phone number. Shows the contact detail or contact list view. |
No |
No |
No |
No |
Yes |
Opens the search frame, and searches using other chat data present, such as, problem description or product category. |
This is an anonymous chat, where the customer dashboard is not populated with any information. |
Creates a new activity without the contact ID. |
No |
No |
No |
No |
No |
Opens the search frame with no search criteria. |
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