Agent Training

To accept a chat request using the Microsoft Lync^® or Skype for Business® client, click on the toast notification and type 'y' and then send. There will be another toast notification. Click on that one as well and you will be added to a conference with the seeker.

To decline a chat request using the Microsoft Lync^® or Skype for Business® client, type 'n' and then send. Once the agent has declined the chat, the request will be routed to another agent. If you wait past a predetermined amount of time to accept, it will be counted as ignored and also rerouted to another agent.

Enter the Chime URL to access the application. You will be prompted to login to Chime. Enter your agent credentials into the username and password fields. Once you login, you will be directed to your agent dashboard.

Each queue may be optionally configured to render a URL to the agent when the agent accepts a conversation from the queue. The URL may be the location of an enterprise ticketing service, an external CRM system, or the standard URL provided as part of Chime. If you are using Microsoft Lync^® or Skype for Business® On Premise, the client window extension will be displayed to the right of the client chat window and will be associated with the Chime session. If you are using Microsoft Lync^® or Skype for Business® for Office 365, you will be given a URL which when clicked will bring up a browser window containing the seeker history, standard replies, and other features of the client window extension.

Standard replies enable the agent to leverage standard messages in order to provide common replies. Standard replies are managed at the Chime queue level - typically by a manager. To access standard replies, click on the Replies tab on the Chime client window extension. Then simply click the icon to the right of the standard reply you wish to send.

On the Chime client window extension, click on the Files tab. To send a file, click on the Upload button at the top, then select the appropriate file and click Save. Files sent from the seeker should appear in the window under File Name. It may be necessary to click on the Refresh button at the top to refresh the list of files sent by the seeker. Simply click on the file to access.

On the Chime client window extension, click on the History tab. A lists of all of the previous conversations associated with the current seeker will be listed. To view a specific past conversation click on the icon to the right of the conversation.

On the Chime client window extension, click on the Note & Tags tab. In the Session Tags section, use the dropdown menu to select the approriate session tag and then click the icon to add the selected session tag.

On the Chime client window extension, click on the Note & Tags tab. In the Comments section, type the appropriate comment in the text field and then click the Add Comment button to the right.

On the Chime client window extension, click on the Note & Tags tab. At the top, the session will be labeled as Unresolved by default. Simply click on the Unresolved button to toggle the session to be labeled as Resolved.