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:
A name for this queue. This name will be used in system dashboards, and will be displayed to users when they enter the queue
A more specific description of the queue, if needed
Identifies the queue as being used for Testing, Development, or Production
Marks the queue as being associated with a specific language
Select a license key that the queue will use
A web client to host the queue
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:
The first and last name of the added user will display here
Skill tags that have been provisioned for agents in Admin will show up in the ‘Tags’
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
Here you can configure an added users role between Agent, Manager, or Reviewer
Putting a user on "No Chat" will cause them to receive no chats in that queue, even if they are
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:
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
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.
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
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
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
The Agent Text is what experts who are provisioned in the queue will see within chat sessions
The System Text section holds the text resources that the queue would send out automatically based on system
To create your own text resource, go to Go to Admin > Settings > Text and click "New". Here you can define your own
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.
- Click the blue icon to edit a specific text resource. This will open the Text Editor modal
- Enter the text that you want to show for this specific text resource
- Click on the System Variables menu, if using any system variables
- 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
- Click Save once you are satisfied with the text resource
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
- Go to Queue Settings and click on the Text Resources tab
- Click on the Standard Replies tab
- Click on the New Standard Reply button. This will bring up the Standard Reply editor
- Type in a Reply Title for the standard reply you want to create
Choose a Reply Type:
- TXT – The standard reply will be simple text
- Video – The standard reply will include a video
- WebLink – The standard reply will include a link to a web page
- Select a Language for the standard reply
- 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
- Click Preview Text to show a preview of the new standard reply
- Click Save when you are finished creating the new standard reply
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:
- Go to Queue Settings, then go to Text Resources, and click on the Session Tags tab within Text Resources
- Type in the name of the session tag you wish to create, and click on the + button
- 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:
- Get a list of all agents assigned in the queue
- Of the agents assigned to a queue, which agents have an Available Lync/Skype for
- Of the Available agents, which agents are not at their Max Concurrent chat
- Of “Not Max Concurrent” agents, which agents are not at their Max Chats Per
- 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.
- 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.
- 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
- 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
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
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:
- 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.
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
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.
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:
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
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
External Web Client Address
This is a sample link for accessing the web client through ChimeHub. This needs to be enabled by Instant
External Outages Address
This is a sample link for exposing outages with a click-to-chat button on an external facing site