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.
The Agent Context Window can be installed through the following steps:
The Agent Context Window can be configured through the following steps:
This URL is the URl of the Chime server you have created. Click "Test" to verify it is connected
Automatically opens up the seekers request in the Skype client
This disables or enables the context window
This determines the window size of your context window
This determines how often the extension checks to see what queues you are apart of
This tab displays a list of your active Chime queues
The Agent Context Window has the following six tabs:
The Details tab provides overview info about the connected seeker
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
In the Replies tab, you can send pre-configured standard replies with one click
The Files tab Easily allows you to easily send and receive files
The Note & Tags tab allows you to mark the chat as resolved/unresolved and add session tags or comments
The MetaData tab shows in-depth info for a complete picture about the seeker and the session
