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Configuring Siebel Chat Quick Actions
Agents by default can perform a number of quick actions using the Action menu on the chat dashboard. For more information about these quick actions, see Siebel Chat Dashboard. To configure a new Siebel Chat quick action, perform the following tasks:
Configuring a Quick Action for the Chat Dashboard in Siebel Tools
Use the following procedure to configure a new quick action for the chat dashboard in Siebel Tools. To configure a new quick action for the chat dashboard
- Start Siebel Tools.
- In the Object Explorer, select Applet, and then Chat Tab Applet.
- In the Object Explorer, select Applet User Prop.
- Add a new control property with the following information:
- Name. The name of the action. For example: ViewContactSR.
- Caption. The name of the action as it appears in the Action menu on the chat dashboard. For example: View Contact for Current Chat Service Request.
- Configure the control user properties for ViewContactSR, for example, as shown in the following table.
In this example, the ViewContactSR control calls the Workflow Process ManagerSaRunProcess with the input parameters {ProcessName, ContactId}.
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Business Service Name |
The business service that this action calls. If the action is a workflow, then the value in this field is Workflow Process Manager. If the action is not a workflow, then the value can be any service. |
Workflow Process Manager |
Business Service Method |
The business service method that this action calls. If the action is a workflow, then the value in this field is RunProcess. If the action is not a workflow, then the value can be any service. |
RunProcess |
Process Name |
If the action is to call a workflow, then the value in this field is the workflow name. You can ignore this property if the action does not call a workflow. |
View Contact of Current Chat |
[Parameters] For example, ContactId. |
To pass parameters into the service method or workflow, you must define the name-value pairs here. Name is the input argument name. For value, two formats are supported:
- A literal value, consisting of a string in double quotation marks
- One of the following:
- {BC Name:fieldName}
- {CCA-Data:fieldName}
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ServiceRequest:ContactId |
- Recompile the SRF.
- Restart the Siebel Server.
Adding a Quick Action to the QuickActionList Control in Siebel Tools
Use the following procedure to add a quick action to the QuickActionList control in Siebel Tools. To add a quick action to the QuickActionList control in Siebel Tools
- Start Siebel Tools.
- In the Object Explorer, select Applet, and then Chat Tab Applet.
- In the Object Explorer, select Applet User Prop, then the QuickActionList control.
- Configure the user properties for the QuickActionList control, for example, as shown in the following table.
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Name |
ActionItemX, where X represents the order in which the action appears in the Action menu on the chat dashboard. ActionItem2 indicates that the action appears as the second item on the list. |
ActionItem5 |
Value |
The control name of the action that you are adding to the quick action list. |
ViewContactSR |
- Recompile the SRF.
- Restart the Siebel Server.
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