Active

The chat session is currently active, whereby the agent is actively chatting with the customer.

• The corresponding chat tab in the chat pane is in the foreground.
• The communications toolbar shows this chat as the active chat interaction in the drop-down list of currently open chats.
• The Chat Activity has a status of In Progress.

Automatic.

On Hold

The chat is on hold.

• The corresponding chat tab in the chat pane is in the background.
• The Chat Activity still has a status of In Progress.

Manual. Agents can place the currently active chat session on hold by clicking another chat tab, or they can use the communications toolbar to switch between chats. For more information, see Handling Multiple Simultaneous Siebel Chat Sessions.

Transferred

The chat has been transferred.

• When the chat is accepted by another agent, the interaction state changes to In Progress.
• The transferring agent's chat tab is removed once the agent moves onto another chat, or closes the chat pane.
• The Chat Activity has a status of Transferred.
• When the transferred chat is accepted by the receiving agent, a new activity is created with a status of In Progress.

Manual. Agents must click the Get Transfer List button on the communications toolbar to transfer a chat interaction that they are currently working on to another workgroup. For more information, see Transferring Siebel Chat Interactions to Others.

Wrapping Up

The chat is being wrapped up.

• The agent is no longer able to send or receive messages but can see the chat transcript. However, some functions are still active; for example, create and view a service request.
• The chat tab remains in the chat pane. If you move onto another chat tab, the current chat tab becomes red.

Manual. Provided wrap-up is configured for chat, agents can manually trigger this mode by clicking the Release Work Item button on the communications toolbar.

Provided wrap-up is configured for chat, customers can also manually trigger this mode by clicking the Terminate button in their browser window. For more information about wrap-up, see Wrapping Up Siebel Chat Sessions.

Terminated

The chat session is terminated.

• The chat tab in the chat pane is removed in one of the following ways:
  • Manually, if the agent moves on to another chat tab or closes the chat pane.
  • Automatically, when the wrap-up time limit is reached.
• The Chat Activity has a status of Done.

Manual. Agents can manually release a chat session by clicking the Release Work Item button on the communications toolbar.

Customers can also manually release a chat session by clicking the Terminate button in their browser window. For more information about releasing a chat, see Releasing Siebel Chat Sessions.

Idle

There has been no activity within a chat session from either the agent or the customer for over two minutes.

NOTE:  Currently, you cannot configure this two-minute time limit.

Automatic.

Aborted

Either the agent or customer ends the chat session by means other than clicking the Release Work Item or Terminate buttons (for example, a browser is killed or a network mains is unplugged), bypassing wrap-up if configured.

Automatic.

Chatting

The agent is engaged, or actively chatting, in at least one chat session.

Automatic.

Working

The agent is available to handle chat requests.

Manual. Agents must click the Status button on the communications toolbar to set their status to available (State: Ready). For more information about agent status, see Changing Agent Status.

On Break

The agent is currently unavailable to handle chat requests.

Manual. Agents must click the Status button on the communications toolbar to set their status to unavailable (State: Not Ready). For more information about agent status, see Changing Agent Status.

In Wrap-Up

The agent is busy wrapping up a chat session.

Automatic. This agent state is automatically triggered when just one of an agent's chat sessions is in wrap-up mode. For more information about wrap-up, see Wrapping Up Siebel Chat Sessions

Idle

There has been no activity within any of an agent's active chat sessions for over two minutes.

NOTE:  Currently, you cannot configure this two-minute time limit.

Automatic.