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Siebel Chat Guide > Working with Siebel Chat >
Reviewing Inbound Siebel Chat Activities
Agents can review inbound chat activities, and inbound chat activities associated with individual contacts, and service requests.
- To review inbound chat activities, complete the steps in the following procedure.
- To review inbound chat activities associated with individual contacts and service requests, see the following:
- To review cached chat response messages, see Replaying Cached Chat Response Messages.
To review inbound chat activities
- Navigate to the Activities - Activities List view.
- Click Query and select Chat - Inbound from the Type drop-down list to display a list of inbound chat activities.
- Click an inbound chat activity to open and review it. In the Chat - Inbound screen that opens:
- Go to the Chat Info tab, and review the chat-related information associated with the inbound chat activity.
The following table describes the fields within the Chat Info tab.
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Name Provided |
User name. |
Email Address Provided |
User email address. |
Phone Provided |
User telephone number. |
Product |
The product that the user is using. |
Problem Description |
Description of the problem encountered by the user. |
Area |
The product area where the problem occurred. |
Sub Area |
The product subarea where the problem occurred. |
SR Number |
The service request number associated with this inbound chat activity, if any. Click SR Number to drill down on a detailed view of the service request. |
SR Description |
A brief description of the service request associated with this inbound chat activity. |
- Go to the Attachments tab and click the chat_transcript file to open and review the entire transcript of the inbound chat activity.
Click any other file attachment to open up, and review the solution content.
- Go to the Wrap-Up tab, and review activity outcome, feedback, and reason. For more information about wrap-up, see Wrapping Up a Chat.
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