Manager Training

Everything you need to know to get started with Chime for Microsoft Lync

Videos

June 30, 2015 (1:47)

Management Overview

Learn how to track and monitor high level activity across the helpdesk. Track agent performance, seeker issue resolutions, and chat history.
May 20, 2015 (1:03)

Seeker Chat History

Managers have the ability to search and review agent conversations. This shows how to access seeker chat history from the queue dashboard.
April 3, 2015 (0:51)

Add & Remove Agents

Admins as well as managers who are not marked as read/only have the ability to add and remove agents to/from a queue.
April 9, 2015 (0:51)

Queue Scheduling

Shows how to configure a queue to turn off or on at specific times. This is configurable by day, time, hourly, and minute intervals.
May 15, 2015 (1:03)

Standard Replies

Shows how to configure standard replies. These are configured at a queue level in each queue's settings.
March 23, 2015 (1:56)

Screen Sharing Chime 2.1

Shows how to configure a standard reply to allow agents to send a link to the seeker to join a web conference.