Siebel Chat Guide > Working with Siebel Chat >
Receiving a New Chat
Generally, a customer requests a chat by completing a chat request form. This form can include the following information:
- Product Type. The Product Name or Serial Number.
- Problem Summary. A short description of the problem.
- Problem Description. A detailed description of the problem, including the steps or activities that let up to the problem's occurrence.
- Name. The customer's first name and last name.
- Email Address. The customer's email address.
- Phone Number. The customer's contact phone number.
Siebel Chat uses the information that the user provides on the chat request form to route the chat interaction to a particular workgroup queue. When an agent (using the Siebel Call Center application) receives a new chat:
- Either the Accept Work Item button on the communications toolbar flashes to notify that a chat request has been queued, or the chat tab flashes to indicate that a new chat has been automatically accepted and queued to the agent.
- At the same time, the communications toolbar displays a message to identify the user requesting a chat, for example, as follows:
Chat Request from customer@example.com
- When the agent accepts the chat, the customer dashboard automatically prepopulates with the following information, if provided by the customer on the chat request form:
Customer Name Phone Number Email Address
For anonymous chat users, the customer dashboard remains blank. For more information about the customer dashboard, see About the Customer Dashboard.
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