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 [e-mail]

• 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.