1. Chat Guide
  2. Configuring User Preferences for Siebel Chat Feedback

Configuring User Preferences for Siebel Chat Feedback

The following system preferences must be configured in Siebel Call Center for Siebel Chat feedback:

  • Chat: CustomerTypeDisplayTime. Indicates the time in seconds that the following feedback message is displayed on the agent’s chat screen to indicate that the customer is typing a message response:

    Customer is typing

    After this time, provided the customer has stopped typing, the feedback message disappears.

  • Chat: AgentTypeDetectInterval. Indicates the period in seconds during which to detect the agent’s typing status. The value must be greater than zero.

  • Chat: SendAgentTypeMsgCmd. Indicates the CTI command to call when sending the agent’s feedback message to a customer. The CTI command must be a valid command used when configuring CTI (Computer Telephony Integration).

Use the following procedure to configure the user preferences in Siebel Call Center for Siebel Chat feedback. This task is step in Process of Configuring Siebel Chat Feedback.

To configure the user preferences for Siebel Chat feedback

  1. Navigate to the Administration - Application screen, then the System Preferences view.

  2. Query for *Chat* to get a list of all the chat-related system preferences that you can set up.

  3. Configure the following system preferences with, for example, the values shown in the following table.

    System Preference Name Value Comment

    Chat: CustomerTypeDisplayTime

    5

    Indicates to show the feedback message (Customer is typing) for 5 seconds on the agent’s chat screen.

    Chat: AgentTypeDetectInterval

    5

    Indicates to show the feedback message (Agent is typing) for 5 seconds on the customer’s chat screen.

    Chat: SendAgentTypeMsgCmd

    SendAgentTypingMsg

    Indicates the CTI command to use to send the agent’s feedback message to a customer.