Introducing Chime 2.4

Instant Chime 2.4 marks the next step in the evolution of the enterprise service desk leveraging Microsoft Lync^® 2013 / Skype for Business^®. We have a few more concepts driving many of the features in this release:

Provide agents (CSRs) with great tools so they can deliver an exceptional customer experience
Provide an integration platform so that Chime can play nicely, and leverage, other systems
New tools to allow back channel communication as well as proactive enterprise alerts
Ramp up the web client experience and all areas that touch the customer

Main New Features

Virtual Agents - The virtual agent layer will provide integration via compiled C#, C# as script, or JavaScript in order to:
1. Provide pre-chat integration with other systems - i.e. lookup customer’s email against ServiceNow, Microsoft Dynamics, Salesforce, or in house ITSM solution and retrieve all open tickets and/or assign routing tags
2. Stage additional UI in the agent’s context window based on the pre-chat lookup. This will allow agents to see UI from other systems based on the customer and/or lookup in step 1 (i.e. new ticket UI)
3. Provide basic virtual conversational agent functionality (ask a series of questions and then assign routing options – scripted using JS or C#)
4. Post-chat event handling – to allow Instant Chime to post the entire conversation, as well as metadata, to any external system
- Virtual Agent Presentation (11)
Virtual Agents are such a powerful new feature that we've created its own page. » Virtual Agent integration.
Flexible Defined Services for Agents - Virtual Agents can also work with the new Agent Assist Tool to provide custom services in the Context Window Extension nav bar
- Custom Services for Agents (5)
Configurable Web Client - Features such as agent picture, logo, or form fields would be configurable in the app UI. Ability to have multiple web clients on the same Chime server
- Custom Form Builder (16)
Enterprise IM Alerts - Send IM-based alerts via Lync^® right from the Chime application
- Alerts (10)
Persistent Chat Rooms - Used as a back channel for agents and managers to communicate. One each for managers and agents per queue
- Chat Rooms (10)
Outages - To be displayed in both the web client and system/queue dashboards and ability to turn an outage into an alert
- Outages (14)
Agent and Queue Pictures - Agents and queues can have photos
- Agent Photo
- Queue Photo
Routing based on idle time - Additional routing method where chats route to agents who have been idle longest instead of routing based on number of chats
- Longest Idle Hunt
Agent Assist Tool - Ability to auto accept conference invitations and context window extension support for Office 365
- Agent Assist Tool (10)
Edit past conversation's status - Ability to mark a conversation as resolved/unresolved and add additional comments after the conversation is complete
- Edit Previous Tickets
'No Chat' option for agents - Ability to turn chats on/off for an agent in queue settings
- No Chat Option
Allow reports to have times specified - Date pickers in the reports section would allow a user to specify a time (HH:MM) to search for in the report
- Time Selectable Reports
Add date selector to agent dashboard - Allow managers to see agent's past history
- My Dashboard Date Range