Agent Context Window

Learn about the Chime Agent Context Window.

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Agent 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.

Installing the Agent Context Window

The Agent Context Window can be installed through the following steps:

  1. Download the tool from My Dashboard on your Chime server by clicking "Download Agent Assist Tool"
  2. Select a folder directory for the extension and click "Install"
  3. Double-click the extension to begin its configuration

Configuring the Agent Context Window

The Agent Context Window can be configured through the following steps:

  1. Chime Server URL

    This URL is the URl of the Chime server you have created. Click "Test" to verify it is connected

  2. Auto-Accept Chat Toasts from Instant Chime Queues?

    Automatically opens up the seekers request in the Skype client

  3. Open Context Window?

    This disables or enables the context window

  4. Extension Window Size

    This determines the window size of your context window

  5. Update Interval (Minutes)

    This determines how often the extension checks to see what queues you are apart of

  6. Active Chime Queues

    This tab displays a list of your active Chime queues

Using the Agent Context Window

The Agent Context Window has the following six tabs:

  • Details

    The Details tab provides overview info about the connected seeker

  • History

    The History tab shows any past conversations the seeker's had with that queue. Click the View button on a previous chat to bring up the details for that chat

  • Replies

    In the Replies tab, you can send pre-configured standard replies with one click

  • Files

    The Files tab Easily allows you to easily send and receive files

  • Notes & Tags

    The Note & Tags tab allows you to mark the chat as resolved/unresolved and add session tags or comments

  • MetaData

    The MetaData tab shows in-depth info for a complete picture about the seeker and the session