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Siebel Chat Interface

The Siebel Chat interface is a part of the communications panel on the right side of your Siebel Call Center application. To the left of the communications panel is the main Siebel Call Center application area.

The communications panel, including the Siebel Chat interface, can be in a docked position or as a floating pane. When the communications panel is floating, it can be dragged anywhere within the confines the main Siebel Call Center application area. For more information about the communications panel, see Siebel Fundamentals for Siebel Open UI.

Agents can engage in multiple chat sessions with many users simultaneously. If more than one chat session is open, the chat sessions are represented by tabs across the top of the chat pane. For more information, see Handling Multiple Simultaneous Siebel Chat Sessions.

Siebel Chat Interface

Figure 4 shows the Siebel Chat interface or chat pane. The callouts in Figure 4 show the following:

• Dashboard. The chat dashboard in the chat pane displays details about the problem that the customer is having. Agents can carry out a number of popular actions quickly using the chat dashboard. For more information about the chat dashboard, see Siebel Chat Dashboard.
• Transcript area. The transcript area in the chat pane is where agents view the transcript of the chat conversation so far. Each part of the chat conversation is clearly labelled with either the agent's or the customer's name, is dated, and time stamped. The transcript area also captures any chat wrap-ups, end messages, and displays a typing indicator. When a chat session ends, the chat transcript is attached to an activity. For more information about accessing chat transcripts and attachments, see Reviewing Inbound Siebel Chat Activities.
• Message input area. The message input area in the chat pane is where an agent enters the responses to a chat request, executes a search, and smart shares service request and solution information. For more information about these tasks, see Responding to an Incoming Chat.
• URL area. The URL area in the chat pane is where an agent can enter a Web URL to share with a customer, which is then automatically displayed in the customer's browser. To do this, enter the URL, and then press enter to push the URL to the customer. This eliminates the need for the customer to manually copy and paste the URL into a browser window. Agents can also click the URL Library button to access a global list of predefined URLs, which they can push to customers as required. For more information about push URL, see Pushing a Web URL.

Figure 4. Siebel Chat Interface (Chat Pane)