Agent Training

Teams:
To accept a chat request using the Microsoft Teams^® client, navigate to the notification channel for your queue and click on the Teams icon in the newest notification a toast notification will appear with the chat session. Click on that one and you will be added to a conference with the seeker.

Chime Web:
To accept a chat in the Chime web UI, navigate to the Agent Dashboard and click the pick chat button for a chat that is waiting. A new browser window will appear and open the chat session for you.

Enter the Chime URL to access the application. You will be prompted to login to Chime. Enter your agent credentials into the username and password fields. Once you login, click the "My Agent Dashboard" button and you will be directed to your agent dashboard.

If you are using the Chime web UI, you will be able to see the Agent Context Window when a new chat opens. It will be displayed to the right of the chat window and will be associated with the Chime session you are in.

If you are using Microsoft Teams^®, you will need to have a browser open on the Agent Dashboard and you click on the chat in the "Active Chat Sessions" panel to open the Agent Context Window.

Standard replies enable the agent to leverage standard messages in order to provide common replies. Standard replies are managed at the Chime queue level - typically by a manager. To access standard replies, click on the Replies tab on the Agent Context Window. Then, simply click the icon to the right of the standard reply you wish to send. If you would like to edit the text before sending, click the button to use the editor. When it is ready, click the Send button.

On the Agent Context Window, click on the Files tab. To send a file, click on the Upload button at the top, then select the appropriate file and click Save. Files sent from the seeker should appear in the window under File Name. It may be necessary to click on the Refresh button at the top to refresh the list of files sent by the seeker. Simply click on the file to access.

On the Chime client window extension, click on the History tab, then Load History. A lists of all of the previous conversations associated with the current seeker will be listed. To view a specific past conversation click on the icon to the right of the conversation.

On the Chime client window extension, click on the Note & Tags tab. In the Session Tags section, use the dropdown menu to select the approriate session tag and then click the icon to add the selected session tag.

On the Agent Context Window, click on the Note & Tags tab. In the Comments section, type the appropriate comment in the text field and then click the Add Comment button to the right.

On the Chime client window extension, click on the Note & Tags tab. At the top, the session will be labeled as Unresolved by default. Simply click on the Unresolved button to toggle the session to be labeled as Resolved.