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How Chime for Teams Works for Agents
1. Conversations come in via portal, MS Teams, or bot
- Conversation comes from employee using MS Teams, Web Client, or via Bot
- Chime notifies agent using MS Teams or Web UI
- Can route all at once, or route one by one based on configuration
2. Agent is notified, engages in chat and works on the issue
- Agent can use Microsoft Teams or Web UI
- Language translation is available
- Access to common replies
- Access to search Azure QnA
- Can invite additional agent if necessary
- Can escalate to share desktop
3. Agent Monitors Dashboard
- Near real time monitoring table to see current traffic
- See chat conversation history
- Can pick chat from here too
- Enable/disable status
