Siebel Chat Users

The following types of users are involved in the setup and usage of Siebel Chat:

• Agents who use Siebel Chat to handle chat requests. Agents log in to Siebel Chat using the communications toolbar in the Siebel Call Center application.

• Administrators who set up and configure Siebel Chat, and supervisors who monitor agent activities and workloads.

The following table outlines the main access level permissions for agents.

User	Access Level Permission
Agent	Agents can: Log in to the Siebel Call Center application and Siebel Chat Accept and respond to Siebel Chat requests Transfer Siebel Chat interactions to other workgroups and agents Release Siebel Chat sessions Create inbound service requests
Administrator	Administrators can: Log in to Siebel Chat Manage critical data to set up and configure Siebel Chat Manage user accounts for agents and supervisors Create and run reports
Supervisor	Supervisors can: Monitor agent statistics, workgroups, projects, and Siebel Chat interactions Set alarms Create and run reports