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Siebel Chat Features

Common features of Siebel Chat include the following:

General Siebel Chat Features

The following general features are available for Siebel Chat:

• Communications Toolbar Enhancements. Using the communications toolbar, agents can sign in to Siebel Chat and make themselves available for incoming chat requests, put chats on hold, transfer chats, release chat sessions, and wrap-up chat interactions.
• Customer Dashboard Enhancement. The customer dashboard alerts the agent if a customer requesting a chat provides profile information that does not match the contact record.
• Siebel Chat Interaction Tracking. Every incoming chat interaction is tracked as an Activity under either a Contact or Service Request record. The chat transcript is also attached to the Activity record.
• Workspace Persistence. During multiple simultaneous Siebel Chat sessions where the agent can switch between chat sessions, the application holds the context for each customer. In addition, the customer dashboard persists with the chat session.
• Agent Anonymity. This feature enables agents to have an alias (or use a different first name).
• Anonymous Chat. This feature allows a customer to chat with an agent anonymously.
• Activity Wrap-Up. This feature gives agents the ability to conduct Siebel Chat disposition activities, such as, capture critical data, alert the supervisor, or create follow up tasks.

Siebel Chat Dashboard Features

The following features are available on the Siebel Chat dashboard:

• Smart Knowledge Management Integration. Siebel Chat is integrated with Oracle's Siebel Knowledge Base system (such as, solutions). The customer-facing application (for example, any self-service Web application) remembers the knowledge base articles that the customer reviews and uses this information when suggesting further articles (Have you tried this?) to review. The knowledge base visited (KB Visited) feature, available in the Siebel Chat dashboard, allows the agent to view the list of knowledge base articles that the customer has already viewed.
• Quick Actions. Agents can perform popular actions quickly (for example, create and view service requests, view activities and contacts) by selecting them from the Action drop-down menu in the Siebel Chat dashboard. Actions performed this way are contextual and smart.

Siebel Chat Message Features

The following message features are available for Siebel Chat:

• Smart Share. Clicking Smart Share allows the agent to share highlighted text, service request details, and solution details with the customer.
• Frequently Used Text. Agents have a global list of predefined message responses at their disposal to send to customers, as required, when handling Siebel Chat interactions.

Siebel Chat Push URL Features

The following push URL features are available for Siebel Chat:

• Push URL. This feature enables the agent to share a Uniform Resource Locator (URL) with a customer, which is automatically displayed in the customer's browser. The customer does not have to manually copy and paste the URL in to a browser window.
• URL Library. Agents have a global list of URLs at their disposal to share with customers using push URL technology.

Other Features

Other features available for Siebel Chat include the following:

• Business Intelligence. Supervisors and agents can use Oracle Business Intelligence (formerly known as Siebel Business Analytics), if installed, against the Siebel Chat data.
• Oracle Contact On Demand Integration. Siebel Chat is fully integrated with the communications technology of Oracle Contact On Demand. Administrators and supervisors can set up Oracle Contact On Demand Administration Manager and Supervision Manager applications to manage and monitor Siebel Chat interactions.

  NOTE:  Siebel Chat agents do not use Oracle Contact On Demand Administration Manager or Supervision Manager applications.