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Manager Training

Everything you need to know to get started as a Chime manager.

Need manager training for a different version of Chime? Chime 2.6 Manager Training

Screenshots:

The Agent Assist tool provides auto accept conference capabilities and a client window extension for Office 365! Agent Assist Tool (10)
We've added the ability to send alerts in Chime Alerts (10)
We've added the ability to create outages in Chime Outages (14)
Suggestions Suggestions (7)
Suggestions Routing Tags (5)
Chat Statistics: Shows statistics of chats for all queues, such as total chats, chat types, average wait time, etc. (System dashboard level) New Charts in Chime 2.6 (12)
Persistent chat rooms for agents and managers have been added for back channel communication among agents and managers Chat Rooms (10)

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, 2016 (2:13)

Agent Assist Tool Setup

Learn how to install and configure the awesome little Chime Agent Assist tool.
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 9, 2017 (3:17)

Routing Tags and Suggestions

Learn how a manager can set up routing tags and suggestions for the Guest home page.
May 9, 2017 (3:31)

Chat Routing with IVR Menu

Learn how to let guests select problem tags from the Skype for Business Client.
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.
December 29, 2016 (1:21)

Chime Outage Notifications

Learn how to use Chime outages to display issues to customers or employees coming in on the web client.
February 11, 2016 (1:46)

Enterprise IM Alerts

Quickly send out Lync-based alerts to everyone about outages, meetings, or anything you want!
December 9, 2016 (3:22)

New Features for Enterprise IM Alerts

Learn about some of the newest features for sending enterprise IM alerts in Chime 2.5.
October 6, 2016 (4:02)

Alerts with White List Filtering

Learn how to use White List Filtering when sending Chime Alerts
February 2, 2016 (1:51)

Persistent Chat Rooms

The all new persistent chat rooms feature allows for back channel communications among agents and managers.
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.

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