Chime Glossary

Common terms in Chime 2.6

Administrator An administrator is a user who has full access to the Chime app. They can view all logs, queues, and users, as well as change queue and admin settings.
Agent An agent is a person who receives the chats sent out by a seeker. The amount of agents a queue can have is determined by that queues license key. In order for a queue to receive and accept a chat, there must be at least one agent online to receive it. To learn more, click here » Agents
Alert In Chime there are two options for the types of alerts you can create, Default and Enhanced. A Default alert will be sent to the recipients as a lync message from the dispatcher. An Enhanced alert however, will open up using the Chime Alerting App and will be thoroughly customizable. With the Enhanced Alerts you can send the alert using Rich Text, alter the colors of the text or alert background, display who sent the alert, as well as the size and position of the alert when it pops up on the recipients screen.
Charts and Metrics The Charts and Metrics page shows statistics and graphs for a specific queue, which is customizable by length of time. There are 4 subcategories of Charts and Metrics: Basic Statistics, Performance Metrics, Agent Efficiency and Load, and Text Analytics.
Chime Hub Chime Hub provides a cloud based service to quickly extend your Chime installation to support external websites and portals. Chime Hub is the central hub to deploy external Chime web clients.
Context Window The Agent Context Window, or Client Window Extension (CWE), is an extension to the Lync chat window that when enabled, will pop out an additional window for agents using Chime. The context window has the ability to open up any web page, but by default it will open up a link to a page with information about the seeker and the chat session. To learn more, click here » Context Window
Control Panel The control panel provides a quick glance view of Queues, their associated processes, and their status. The control panel is a great tool to quickly assess possible reasons for queue unavailability. It is an efficient way to see if processes are started, and then investigate a reason why they might be behaving undesirably.
Dispatcher A Lync/Skype for Business account that serves as the entry point to the queue and routes incoming chats to agents. Each queue needs a dispatcher. Dispatchers cannot use the same account as an agent or admin.
To learn more, click here » Chime Dispatchers
Groups Groups are a set of users in Active Directory that have bundled together as a group. Importing groups is an easy way to add a large amount of users in a short amount of time. Groups also allow a user to add a large amount of recipients to an alert in a small amount of time.
Health Monitor The Health Monitor section shows at a glance the health of various services that Chime depends upon. In the individual panels, one can see information on the state of the following components: Directory Service, Chime Service Account, Chime Database Connection, ChimeHub Connection, Web Client Status, and SMTP Status.
License A license is required to enable a queue. It will determine how many agents your queue can have, as well as if it can send alerts. A license code is sent by Instant Tech, and can be added and used in the queue settings before its expiration date.
Manager Setting a person as a Manager allows that person to edit queue settings and view queue dashboards and reports.
Manager's Chat Room The Manager’s Chat Room is a chat room for agents and managers that have been added for back channel communication amongst each other. To send out a request to chat with the agents and managers, click Huddle Up! and type in a title. The agent chat room can also be reached from My Dashboard, by clicking on the chat room icon next to the queue name.
Outage Outages are plain-text messages that notify the seekers of a queue that there is a problem. Outages are displayed in a seekers web client or Skype client.
Queue Queues are a core feature of Chime for Lync. They act as a platform for seekers to connect with agents, as well as a variety of ways to personalize the experience. The Queue Settings is where the properties of the queue can be managed, such as the amount of agents or schedule time. The Queue Dashboard is where the activity of a queue can be viewed. To learn more, click here » Queues
Reviewer Setting a person as a Reviewer allows that person to view queue dashboards and reports, but not change any settings or properties.
Rollover This setting allows you to specify a queue for seekers to ‘roll over’ to. The seeker will roll over to this queue if the queue that was first contacted was unavailable.
Session Tag 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.
To learn more, click here » Chime Dispatchers
Skill Tag Specific skill tags can be attached to each agent. An agent must first be added to the People section before acquiring any skill tags. If the queue is set to route by "Skill Best-Match Hunt", Chime will take the skill tag that is assigned to the seeker request and will choose an agent who’s assigned skill tag matches.
Standard Reply Chime allows you to configure standard replies, or canned replies, for agents to send seekers within chats. You can create new standard replies as well as edit existing standard replies. Standard replies come in the form of plain text, videos, or links to a web page. Standard replies can include system variables, which can be used to provide live, up to date information within those text resources.
System Variables System variables are variables that can be used in Text Resources and Standard Replies to replace the variable text with live data from Chime.
Text Resources 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: Seeker Text, Expert Text, and System Text.
Virtual Agent A Chime virtual agent is a compiled C# assembly or C# file that's read like a scripting file and implements a specific interface from Chime's ExtensionLibrary.dll. The purpose of a virtual agent is to perform automated tasks at specific points in the Chime session life cycle. There are three types of virtual agents per queue, all of which are optional. There are three types of virtual agents: Pre-Conversational, Conversational, and Post-Conversational.
To learn more, click here » Virtual Agents
Web Client Web clients provide a pre-chat form for a seeker to input their information. When the user starts a chat with an agent, the information they inputted will be available for the agent to view. Web clients have customizable features, such as queue/agent images, file uploads, custom CSS, and Windows Domain Authentication. Web client forms commonly include a seekers first and last name, email, and a place to input their problem. To learn more, click here » Web Clients
White List Filtering White List Filtering can limit the Active Directory groups to which alerts can be sent. This is ideal for organizations with large amounts of groups, or those who wish to prevent certain groups from receiving alerts. If enabled, only the groups listed in the White List Groups table in Alert Settings on this page can receive alerts. These settings can only be configured by a Chime admin.