Manager Training

Everything you need to know to get started with Chime.

Queue Settings Overview

Basic

The basic tab contains some high level information about the queue, along with the ability to do things such as set the queue name as well as start, stop, or restart the queue. This is also where you would assign a dispatcher and a license.
Queue Basic Settings

  • Configure Dispatcher (2)

    This is where you will assign the queue's dispatcher (S4B-enabled account) so that it can begin routing chats to agents.

  • Configure License Key (2)

    Every queue must have a license key assigned to it. The license key is what signals the queue what its limitations are such as the maximum number of agents allowed.

People

The People tab is where you can add/remove agents to the queue and see the ones already assigned. You can also control some of their queue specific settings such as their skill tags, priority, and role. You can even set them to not receive chats.

  • Adding Agents (4)

    This is where you control which agents are assigned to this queue.

  • Skill Tags (2)

    Agent skill tags can be edited here for the purpose of skill tag routing.

  • 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 3.

  • Role

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

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: Guest Text, Agent Text, and System Text.

  • Guest Text

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

  • Agent Text

    The Agent Text is what agents 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.

  • 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.

  • Edit Text Resources

    Text resources can be easily edited by clicking the blue Edit button to the right side of the resource you wish to edit. This will open the edit resource modal, where you can edit the message and include any system variables that are available.

  • Loading a Text Resource

    Text resources that have been configured by an Admin are available to be loaded by using the Load Resource drop down select.

Routing

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, Longest Idle Hunt, and Broadcast.

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

Hunt
  • 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
  • Be sure to Add Skill Tags to the queue, otherwise this routing method will not work. This can be done by clicking on the Add Tags button in the Assigned Tags section that appears when selecting this method from the drop down menu. Select the tags you want, then click OK. If you want to reorder how the tags appear to the guest, simply drag and drop them in a different order.
  • 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 enabled, 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.
Broadcast
  • When using the Broadcast routing method, Chime will broadcast a toast to all available agents. The first agent to accept the toast gets connected with the incoming guest.

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.

Schedule

This is where you set a Queue's schedule. Queues can either be Based on Availability or Based on Schedule. Queues that are basied on availability, will go into an unavailable state until one of the agents assigned to it is online and able to take chats. Queues that are based on a schedule, will only go online during the time specified for each day of the week.

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 Queue Schedule , follow these steps:

  1. Select the ‘Based on Schedule’ option from the drop-down menu.
  2. To set a schedule for the queue, you must select an On and Off time for each day you wish the queue to be online. To turn the queue off for a specific day, either leave that day without a schedule set, or press the red 'X' button to delete the times set for that date.
  3. Use the up/down arrows to change the hours and minutes. Or just enter them directly.
  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 "On" and save.

Advanced

The Advanced settings section allows you to do things such as upload a queue image, toggle the ability for agents to enable/disable themselves, and enable the Agent Context Window. Setting queue target values will allow these goals to be tracked within queue charts.

  • Allow Agents to Enable/Disable Themselves

    This will allow agents to enable/disable themselves from their agent dashboard. This can be very useful when they need to take a break, but don't want to change their S4B status.

  • Upload a Queue Image

    You can change the queue's image that gets used in several places by clicking on the Upload New Photo button in the top right side if this section.

  • 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

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

Agent Management & Helpful Tools

Adding and Configuring Agents

In Queue Settings, the People tab is where you can add/remove agents to the queue and see the ones already assigned. You can also control some of their queue specific settings such as their skill tags, priority, and role. You can even set them to not receive chats.

  • Adding Agents (4)

    This is where you control which agents are assigned to this queue.

  • Skill Tags (2)

    Agent skill tags can be edited here for the purpose of skill tag routing.

  • 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 3.

  • Role

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

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 To Enable the Agent Context Window, go to Queue Settings / Advanced and look for the corresponding switch on the bottom left.

Standard Replies

Chime allows you to configure Standard Replies (2) , or canned replies, for agents to use within chats. You can create new standard replies as well as edit existing standard replies. These will then be available for agents to use from their Context Window, or from their agent dashboard when chatting with a guest. From the Queue Dashboard, click Suggestions & Replies in the side menu, then click Standard Replies.

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.


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