Guidelines for Handling Unsuccessful Chat Interactions

If an agent cannot find a satisfactory solution for an inbound chat request, then the agent can do one or more of the following:

• Search for and review other shared solutions to see if one might be useful.

• Create a new predefined message response capturing the information, see Setting Up Frequently Used Text in Siebel Call Center for Siebel Chat.

• Create a new solution and add it to the URL library, see Setting Up a Global URL Library in Siebel Call Center for Siebel Chat.

• Associate the (new) solution with the appropriate activity, contact, or service request. Agents can associate solutions with:

  • Inbound chat activities by navigating to the Activities - Activities List view.

  • Service requests by navigating to the Service screen, then the Service Requests List view.

  • Contact records by navigating to the Contacts screen, then the Contacts List view.

  For more information about inbound chat activities, see Reviewing Inbound Siebel Chat Activities.

• Reassign the chat interaction to another workgroup, see Transferring Chat Interactions to Others.