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Manager Training

Everything you need to know to get a Manager started with Chime.

Manager Documentation:

Before working in Chime, it is good to know what a Managers's duties are, what resources they have available to them and how to use the Queue Settings and the Queue Dashboard. This guide will provide general information about how Chime works, all of the Queue Settings you have available to you, how to manage Agents, and make use of all the reporting options available in Chime.

The Chime Manager Guide will walk you through how to use all of Chimes Queue and Manager features.

Chime Manager Training Basic Slideshow (pdf) Chime Manager Guide (pdf)
Chime Manager Training Additional Features Slideshow (pdf)

Screenshots:

Manager Training Powerpoint for Chime for Microsoft Teams Manager Training Ppt (10)
Chime for Microsoft Teams Service Desk using Suggestions to help provide self service for employees Routing Tags (5)
Chat Statistics: Shows statistics of chats for all queues, such as total chats, chat types, average wait time, etc. (System dashboard level) Charts Examples (12)
Persistent chat rooms for agents and managers have been added for back channel communication among agents and managers Chat Rooms (10)
Chime for Microsoft Teams Service Desk using Suggestions to help provide self service for employees Suggestions (7)
We've added the ability to send alerts in Chime Enterprise Alerts (10)
We've added the ability to create outages in Chime Outages (14)

Videos:

Using routing tags to help the Microsoft Teams helpdesk find the right live chat agent for each employee
May 9, 2017 (3:17)

Routing Tags and Suggestions

Learn how a manager can set up routing tags and suggestions for the Guest home page.
Using outage notifications to let employees know about ongoing and planned issues
December 29, 2016 (1:21)

Chime Outage Notifications

Learn how to use Chime outages to display issues to customers or employees coming in on the web client.
Learn about some of the newest features for sending enterprise IM alerts in Chime 2.5
December 9, 2016 (3:22)

New Features for Enterprise IM Alerts

Learn about some of the newest features for sending enterprise IM alerts in Chime 2.5.
Learn how to use White List Filtering when sending Chime Alerts
October 6, 2016 (4:02)

Alerts with White List Filtering

Learn how to use White List Filtering when sending Chime Alerts
The all new persistent chat rooms feature allows for back channel communications among agents and managers.
February 2, 2016 (1:51)

Persistent Chat Rooms

The all new persistent chat rooms feature allows for back channel communications among agents and managers.

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