Setting Up Agent Responsibilities and Views in Siebel Call Center
To handle chat interactions, each user of Siebel Chat must be given access to certain views and responsibilities. By default, the Universal Agent responsibility in Siebel Call Center is already set up for Siebel Chat. However, if you want to use a different responsibility (other than Universal Agent), then you must set up a new agent responsibility in Siebel Call Center, and add the appropriate chat views and users to that responsibility.
This task is a step in Roadmap for Configuring Siebel Call Center for Siebel Chat.
To set up agent responsibilities and views in Siebel Call Center for Siebel Chat
Navigate to the Administration - Application screen, then the Responsibilities view.
A list of responsibilities displays with the responsibilities tab open.
Click New to create a new universal agent responsibility, and complete the fields as described in the following table.
Name Description Example Value Responsibility
Enter a name for the universal agent responsibility that you want to create.
Universal Agent B2B+B2C
Description
Enter a description for the responsibility.
Siebel Universal Agent
Organization
Click the single select button, and select the organization to which the responsibility belongs.
Active Systems
In the Views section of the page, click Add and add the following views to your agent responsibility:
Chat View
Chat Activity View
Chat Language Mapping View
Chat Parameter and Routing Administration View
Chat Popup Base View
Service Request Detail View
All Service Requests List View
Persistent Customer Dashboard View
Contact Details View
Contact Details View, Detail Tab
Visible Contact List View
Solution Resolution Documents View
Activity Attachment View
Search View
Basic Search View
Basic Search Results View
Advanced Search View
Advanced Search Results View
Search Selection View
Search Looking View
In the Users section of the page, click Add and add your chat users to the agent responsibility.