Reviewing Inbound Activities

Agents can review inbound chat activities, and inbound chat activities associated with individual contacts, and service requests.

• To review inbound chat activities, complete the steps in the following procedure.

• To review inbound chat activities associated with contacts and service requests, see the following:

  • Reviewing Inbound Siebel Chat Activities Associated with Service Requests

  • Reviewing Inbound Siebel Chat Activities Associated with Contacts

• To review cached chat response messages, see Replaying Cached Chat Response Messages.

To review inbound chat activities

1. Navigate to the Activities - Activities List view.

2. Click Query and select Chat - Inbound from the Type drop-down list to display a list of inbound chat activities.

3. Click an inbound chat activity to open and review it. In the Chat - Inbound screen that opens:

   1. Go to the Chat Info tab, and review the chat-related information associated with the inbound chat activity.

      The following table describes the fields within the Chat Info tab.

      Field Name	Description
      Name Provided	User name.
      Email Address Provided	User email address.
      Phone Provided	User telephone number.
      Product	The product that the user is using.
      Problem Description	Description of the problem encountered by the user.
      Area	The product area where the problem occurred.
      Sub Area	The product subarea where the problem occurred.
      SR Number	The service request number associated with this inbound chat activity, if any. Click SR Number to drill down on a detailed view of the service request.
      SR Description	A brief description of the service request associated with this inbound chat activity.

   2. Go to the Attachments tab and click the chat_transcript file to open and review the entire transcript of the inbound chat activity.

      Click any other file attachment to open up, and review the solution content.