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Handling Transferred Siebel Chat Interactions

Agents handle transferred chats more or less the same way as other incoming chats. When a chat is transferred, the only way to distinguish it from a new incoming chat is by the presence of a chat transcript (that is, by the presence of the chat exchanges that took place between the previous agent and the customer) in the transcript area of the chat pane. To handle a transferred chat, complete the steps in the following procedure.

To handle a transferred chat

1. The receiving agent receives the transferred chat interaction, see Receiving a New Chat, and does one of the following as required:
   • If chat auto answer is enabled, clicks the flashing chat tab to open the chat session.
   • If chat auto answer is disabled, clicks the Accept Work Item button on the communications toolbar to open the chat session.
2. The receiving agent reviews the chat transcript (if there is one) in the transcript area of the chat pane.

   For more information about how agents review chat activities and transcripts, including inbound chat activities associated with service requests and contacts, see Reviewing Inbound Siebel Chat Activities.

3. The receiving agent responds to the transferred chat, see Responding to an Incoming Chat.