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Siebel Chat Interface

The Siebel Chat interface (or chat pane) is a part of the communications panel. Depending on configuration, the communications panel is located either on the right or left side of your Siebel Call Center application. The main Siebel Call Center application area then appears either on the right or left side of communications panel. For more information, see Accessing Siebel Chat in Siebel Call Center.

The communications panel, which includes the Siebel Chat pane, can appear in a docked position or as a floating pane. You can dock or undock the panel by clicking the dock icon. When the communications panel is floating, it can be dragged anywhere within the confines of the main Siebel Call Center application area. For more information about the communications panel, see Siebel Fundamentals Guide and Siebel CTI Administration Guide.

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.

Figure 4. Siebel Chat Interface (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 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.