Queue Settings

Learn about the Queue settings.


The basic tab contains the same information used when you created the queue, with one additional field: Queue State. To activate this queue, you must click the toggle button and set it to Enabled, and click Save. This will tell Chime that the queue is ready to be used. Basic contains the following fields:

  • Name

    A name for this queue. This name will be used in system dashboards, and will be displayed to users when they enter the queue

  • Description

    A more specific description of the queue, if needed

  • Mode

    Identifies the queue as being used for Testing, Development, or Production

  • Language

    Marks the queue as being associated with a specific language

  • License

    Select a license key that the queue will use

  • Web Client

    A web client to host the queue

  • Select Dispatcher

    Used to connect a seeker and an agent. Click to display a list of available dispatchers that can be used for the queue.
    Clicking the blue edit icon will select that dispatcher for use with the queue you are editing


The people tab allows you to add people that can be contacted via the queue. You can also add virtual agents that can be used in the queue.


You can add people to the queue by clicking on the Add Person button. This will open a directory picker that displays people provisioned within Chime. You can scroll through the pages to manually select users, or you can search for specific users using the search field above the grid. The people section contains the following fields:

  • First/Last Name

    The first and last name of the added user will display here

  • Tags

    Skill tags that have been provisioned for agents in Admin will show up in the ‘Tags’ section

  • Priority

    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 5

  • Role

    Here you can configure an added users role between Agent, Manager, or Reviewer

  • No Chat

    Putting a user on "No Chat" will cause them to receive no chats in that queue, even if they are online

Virtual Agents

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:

  1. Pre-Conversational

    An example of what a pre-conversational virtual agent can do might be to look up the seeker's email in the ESP (email service provider) and add their device information to their Chime session data.

  2. Conversational

    An example of this might be to try and deflect common questions such as needing a password reset by asking the seeker is they tried the 'Reset' button.

  3. Post-Conversational

    An example might be automatically posting session data such as chat messages, session time, expert's name, and seeker question to a ticketing system if the session marked as 'Unresolved'.

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.

  • Seeker Text

    The Seeker Text is where you will find text resources that will be sent to the seekers when they encounter any activity within the queue

  • Agent Text

    The Agent Text is what experts who are provisioned in the queue will see within chat sessions

  • System Text

    The System Text section holds the text resources that the queue would send out automatically based on system activity

To create your own text resource, go to Go to Admin > Settings > Text and click "New". Here you can define your own text resources.

Customizing a Text Resource

The text resource editor provides you with a list of system variables you can use, and the ability to preview what the formatted text will look like once it is sent.

  1. Click the blue icon to edit a specific text resource. This will open the Text Editor modal
  2. Enter the text that you want to show for this specific text resource
  3. Click on the System Variables menu, if using any system variables
  4. Click Preview Text to show a preview of the text resource. The preview will also show an example of the system variables within the text resource
  5. Click Save once you are satisfied with the text resource

Standard Replies

Chime allows you to configure standard replies, or canned replies, for agents to use within chats. You can create new standard replies as well as edit existing standard replies. Click on the blue button to edit an existing standard reply.

  1. Go to Queue Settings and click on the Text Resources tab
  2. Click on the Standard Replies tab
  3. Click on the New Standard Reply button. This will bring up the Standard Reply editor
  4. Type in a Reply Title for the standard reply you want to create
  5. Choose a Reply Type:
    1. TXT – The standard reply will be simple text
    2. Video – The standard reply will include a video
    3. WebLink – The standard reply will include a link to a web page
  6. Select a Language for the standard reply
  7. Type in a Reply Body. This is the actual standard reply that customers will see. Click on the System Variables menu and choose the variable that you wish to include, if desired
  8. Click Preview Text to show a preview of the new standard reply
  9. Click Save when you are finished creating the new standard reply

Session Tags

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 create a new session tag, follow these steps:

  1. Go to Queue Settings, then go to Text Resources, and click on the Session Tags tab within Text Resources
  2. Type in the name of the session tag you wish to create, and click on the + button
  3. The session tag will immediately be added to the existing list of tags


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, and Longest Idle Hunt.

Steps for Routing

For all of the routing methods, Chime takes the following steps:

  1. Get a list of all agents assigned in the queue
  2. Of the agents assigned to a queue, which agents have an Available Lync/Skype for Business status
  3. Of the Available agents, which agents are not at their Max Concurrent chat limit
  4. Of “Not Max Concurrent” agents, which agents are not at their Max Chats Per Day
  5. Of the “Not Max Chats Per Day” agents, which agents are not in the excluded list. The excluded list is made up of agents that have declined this chat session already, been set to “No Chats”, or disabled themselves from the queue.
  6. After we get the list of agents that meet the above criteria, we then use the queue’s routing method to pick an agent to route the chat to.

Routing Types

  • When using the Hunt routing method, Chime takes the agents and looks at the total number of chats they have taken. The agent that has accepted the least amount of total chats is then routed to.
  • If that agent doesn’t accept the chat, the agent is put into the exclude list and the agent with the next lowest amount of total chats is then routed to.
  • If Route by Priority is enable, all agents at Priority 1 are processed first, then Priority 2, Priority 3, and so on
Skill Best-Match Hunt
  • When using Skill Best-Match Hunt routing method, Chime will take the Skill Tag that is assigned to the seeker request and will choose an agent who’s assigned skill tag matches.
  • If multiple agents have the matching skill tag, Chime will look at the available agent’s total number of chats before choosing an agent to route to.
  • If no agent is available that has the matching skill tag, Chime will route the chat based on the Hunt methodology.
  • If Route by Priority is enable, Chime first searches through all the priority levels first in order to match an expert with the seeker’s problem tag. If a match isn’t found, Chime does a Hunt search with the Route by Priority enabled.
Longest Idle Hunt
  • When using the Longest Idle Hunt, Chime creates a list of available agents based on the Hunt methodology. Chime then takes the available agents, finds the agent that has not accepted a chat for the longest time, and routes the chat to that agent.
  • If that agent doesn’t accept the chat, the agent with the next longest chime is then chosen and routed to.
  • If Route by Priority is enable, agents that are set to Priority 0 are processed first, even if the other priority levels have agents with a longer last accepted time. If no agents are available or do not accept at that priority level, Chime moves to the next priority level.

Route by Priority

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.


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 schedule for a queue, follow these steps:

  1. Select the ‘Based on Schedule’ option from the drop-down menu. "Based on Availability" is selected by default, which only keeps the queue online when there are agents available.
  2. Click on the clock icon to pick a specific time for the queue to turn on. To set a schedule for the queue, you must select an On and Off time for each day. To turn the queue off for a specific day, leave the On and Off fields blank.
  3. Click on the blue arrows to change the hour and minute fields. You can also click on the hour or minute numbers to bring up a menu of pre-defined numbers.
  4. Click on the AM/PM button to switch from one to the other. Click "Save" to save your changes in the scheduler.

Always On Mode

If you want your queue to always be on, regardless if there are agents available or not, toggle the Always On Mode switch to "Enabled" and save.


The advanced settings section allows you to configure things such as queue target values and the Agent Context Window. Setting target values will allow these goals to be tracked within queue charts.

Queue Target Values

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:

  • Target ASA

    Entering a number in this field will set a target value for Average Speed to Answer metrics

  • Target Chat Concurrency

    This will set a target value for chat concurrency or number of chats being handled at once

  • Target Avg. Chat Duration (seconds)

    This sets a target value for chat duration

  • CC/Web Chat Offline Email

    This email address will receive chat transcripts, and also information gathered from the seeker when the web client/queue is offline

Other Features

The Advanced tab also contains settings for the following fields:

  • Enable Agent Context Window

    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

  • Internal Web Client Address

    This is a sample link for accessing the web client. This link might be deployed behind an internal web portal

  • External Web Client Address

    This is a sample link for accessing the web client through ChimeHub. This needs to be enabled by Instant Technologies

  • External Outages Address

    This is a sample link for exposing outages with a click-to-chat button on an external facing site