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Process of Configuring Siebel Chat Feedback

When agents are typing a response to an incoming chat, the following feedback message appears on the recipient's chat pane, provided that Siebel Chat feedback is configured:

Agent is typing . . .

Likewise when customers are typing a response to the agent, the following message appears on the agent's chat pane, provided Siebel Chat feedback is configured:

Customer is typing . . .

In both cases, the feedback message appears at the bottom of the chat transcript area in the chat pane, and it is displayed for approximately 5 seconds before disappearing.

To configure feedback messages to display during chat sessions between agents and customers, perform the following tasks. This process is a step in Roadmap for Configuring Siebel Call Center for Siebel Chat.

• Configuring User Preferences for Siebel Chat Feedback
• Configuring the SendAgentTypingMsg Command
• Configuring the ChatCustomerTyping Event Response
• Configuring the ChatCustomerTyping Event Handler