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Siebel Chat Guide > Overview of Siebel Chat > About Siebel Chat >
Siebel Chat Users
The following types of users are involved in the setup and usage of Siebel Chat:
- Agents who use Siebel Chat to handle chat requests. Agents log in to Siebel Chat using the communications toolbar in the Siebel Call Center application.
- Administrators who set up and configure Siebel Chat, and supervisors who monitor agent activities and workloads.
Table 3 outlines the main access level permissions for agents.
Table 3. Access Level Permission for Siebel Chat Users
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Agent |
Agents can:
- Log in to the Siebel Call Center application and Siebel Chat
- Accept and respond to Siebel Chat requests
- Transfer Siebel Chat interactions to other workgroups and agents
- Release Siebel Chat sessions
- Create inbound service requests
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Administrator |
Administrators can:
- Log in to Siebel Chat
- Manage critical data to set up and configure Siebel Chat
- Manage user accounts for agents and supervisors
- Create and run reports
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Supervisor |
Supervisors can:
- Monitor agent statistics, workgroups, projects, and Siebel Chat interactions
- Set alarms
- Create and run reports
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