The basic tab contains some high level information about the queue, along with the ability
to do things such as set the queue name as well as start, stop, or restart the queue.
This is also where you would assign a dispatcher and a license.
Queue Basic Settings
This is where you will assign the queue's dispatcher (S4B-enabled account) so that it can begin routing chats to agents.
Every queue must have a license key assigned to it. The license key is what signals the queue what its limitations are such as the maximum number of agents allowed.
The People tab is where you can add/remove agents to the queue and see the ones already assigned. You can also control some of their queue specific settings such as their skill tags, priority, and role. You can even set them to not receive chats.
This is where you control which agents are assigned to this queue.
Agent skill tags can be edited here for the purpose of skill tag routing.
Priority is a setting that can be used with a ‘route by priority’ approach. The lower priority numbers will be contacted first, and it will escalate from 1 to 3.
Here you can configure an added users role between Agent, Manager, or Reviewer
Text resources are customizable messages that Chime will use when connecting people via chat. In addition to being customizable, Chime provides system variables that can be used to provide live, up to date information within those text resources. Chime comes with default text specified for all of the text resources. There are three different sections of text resources: Guest Text, Agent Text, and System Text.
The Guest Text is where you will find text resources that will be sent to the guests when they encounter any activity within the queue.
The Agent Text is what agents who are provisioned in the queue will see within chat sessions.
The System Text section holds the text resources that the queue would send out automatically based on system activity.
Session tags allow you to attach certain keywords to specific chats. Session tags are created at a queue level and agents can use session tags within chats in the Agent Context Window.
Text resources can be easily edited by clicking the blue Edit button to the right side of the resource you wish to edit. This will open the edit resource modal, where you can edit the message and include any system variables that are available.
Text resources that have been configured by an Admin are available to be loaded by using the Load Resource drop down select.
The routing method is how the queue dispatches chat requests across agents in the queue. There are three routing methods: Hunt, Skill Best Match Hunt, Longest Idle Hunt, and Broadcast.
For all of the routing methods, Chime takes the following steps:
Selecting ‘Yes’ for Route by Priority will change the queue to route based on which priority agents have. If the queue is set to route by priority, then agents with a priority of 1 will get chats before those who are priority 2 and 3. Selecting ‘No’ for this option will change the queue to ignore the agent priority setting.
This is where you set a Queue's schedule. Queues can either be Based on Availability or Based on Schedule. Queues that are basied on availability, will go into an unavailable state until one of the agents assigned to it is online and able to take chats. Queues that are based on a schedule, will only go online during the time specified for each day of the week.
Administrators and managers can set a specific schedule for each queue that will determine when the queue will be online and offline. To Set a Queue Schedule , follow these steps:
If you want your queue to always be on, regardless if there are agents available or not, toggle the Always On Mode switch to "On" and save.
The Advanced settings section allows you to do things such as upload a queue image, toggle the ability for agents to enable/disable themselves, and enable the Agent Context Window. Setting queue target values will allow these goals to be tracked within queue charts.
This will allow agents to enable/disable themselves from their agent dashboard. This can be very useful when they need to take a break, but don't want to change their S4B status.
You can change the queue's image that gets used in several places by clicking on the Upload New Photo button in the top right side if this section.
This is an option for agents that allows a window to open within a chat that will show a web page. By entering a link in the URL section, you can configure what pops up within the window by entering an address for a specific website
This is a sample link for accessing the web client. This link might be deployed behind an internal web portal
This is a sample link for accessing the web client through ChimeHub. This needs to be enabled by Instant Technologies
This is a sample link for exposing outages with a click-to-chat button on an external facing site
These are optional settings that allow managers or administrators to set goals for things such as Average Speed to Answer and Concurrent Chats. There are four optional fields:
Entering a number in this field will set a target value for Average Speed to Answer metrics
This will set a target value for chat concurrency or number of chats being handled at once
This sets a target value for chat duration
This email address will receive chat transcripts, and also information gathered from the seeker when the web client/queue is offline