How to Manage Connection From Chime V5 to V4
This article is designed to outline Chime V5 functionality when routing chats to Chime V4. It should be noted that Chime V5 standalone will report and display all data.
Manage Reporting
Chime V5 reports contain deflection and routing to agent statistics, as well as user identifying information(name/email), user question, user entry point (Teams/Web client). Whereas Chime V4 reports contain information on guest waiting time, agent details, and Average Speed to Answer. See chart below for more specifics.
| Reporting | Chime V5 | Chime V4 |
|---|---|---|
| Number of Deflected Chats | ✓ | |
| Number of Chats Routed to Agents | ✓ | |
| Time Connected With Agent | ✓ | ✓ |
| Guest Waiting Time | ✓ | ✓ |
| Average Speed to Answer | ✓ | |
| Guest Question | ✓ | ✓ |
| Agent Name | ✓ | ✓ |
| Guest Name | ✓ | ✓ |
| Guest Email | ✓ | ✓ |
| Guest Entry Point (Teams/Web client) | ✓ | ✓ |
| Session Start and End Times | ✓ | |
| Chats Dropped while Connected to Agent | ✓ | |
| Files Sent During Chat | ✓ | ✓ |
| Configurable Reports | ✓ |
Agent Pickup
While routing to Chime V4, the functionality of agent chat accept will remain the same. If agents pick chats from the Chime V4 site or the Teams client, they will continue to do so.
Dashboard
The Chime V5 dashboard will contain information on current chats before they are routed to the agent. After they are routed to an agent, the Chime V4 dashboard will have to take over. However, both Chime V5 and V4 dashboards will reflect the status of an ended chat. See the chart below for what you can expect from the Chime V5 and V4 dashboards when routing Queues to V4.
| Dashboard | Chime V5 | Chime V4 |
|---|---|---|
| Average Speed to Answer | ✓ | |
| Chats Currently Connected to an Agent | ✓ | |
| Guests Current Chat Stage | ✓ | |
| Guests Waiting to Connect to an Agent | ✓ | |
| Guest Waiting Time | ✓ | ✓ |
| Agent Availability | ✓ | |
| Reports | ✓ | ✓ |
| Configurable Dashboard | ✓ |
Chat Transcript
When Chats are routed from Chime V5 to Chime V5, only V5 will contain the full chat transcript. The chart below outlines what content the respective transcripts will contain.
Note that the Chime V4 transcript may differ depending on how the interview was configured.
| Chat Transcripts | Chime V5 | Chime V4 |
|---|---|---|
| Chat Deflection Stage | ✓ | |
| Chat Interview Cards | ✓ | |
| Chat With Agent Stage | ✓ | ✓ |
Metadata
The Chart below details what metadata is reported where.
| Default Metadata | Chime V5 | Chime V4 |
|---|---|---|
| azure_keywords | ✓ | ✓ |
| azure_language | ✓ | ✓ |
| DirectLine.ConversationId | ✓ | |
| DirectLine.Watermark | ✓ | |
| Guest.ChannelId | ✓ | |
| Guest.Email (SeekerEmail) | ✓ | ✓ |
| Guest.GivenName (SeekerFirstName) | ✓ | ✓ |
| Guest.Id | ✓ | |
| Guest.isNew | ✓ | |
| Guest.Locale | ✓ | ✓ |
| Guest.Name | ✓ | |
| Guest.Question (SeekerQuestion) | ✓ | ✓ |
| Guest.Surname (SeekerLastName) | ✓ | ✓ |
| Guest.TenantId | ✓ | |
| Guest.TenantName | ✓ | |
| Session.ChatId | ✓ | ✓ |
| Session.EndedUtc | ✓ | ✓ |
| Session.EntryPoint | ✓ | ✓ |
| Session.PipelineContentItemId | ✓ | ✓ |
| Session.ReferrerUrl | ✓ | ✓ |
| Session.SessionId | ✓ | ✓ |
| Session.StartedUtc | ✓ | ✓ |
| Session.State | ✓ | |
| chatType | ✓ | |
| Choice | ✓ | |
| entryPoint | ✓ | |
| SeekerDN | ✓ | |
| Session GUID | ✓ | |
| Session Id | ✓ | |
| sip | ✓ | |
| webVisitor | ✓ | |
| Agent.Name (ExpertFullName) | ✓ | ✓ |
| Additional Metadata From Reports API | Chime V5 | Chime V4 |
|---|---|---|
| Session.V4.AllTags | ✓ | ✓ |
| Session.V4.AssignedExpertId | ✓ | ✓ |
| Session.V4.ChatSessionDetailsURL | ✓ | ✓ |
| Session.V4.Comments | ✓ | ✓ |
| Session.V4.ConnectedTime | ✓ | ✓ |
| Session.V4.DomainAuthenticated | ✓ | ✓ |
| Session.V4.ExpertFullName | ✓ | ✓ |
| Session.V4.ProblemTag | ✓ | ✓ |
| Session.V4.Question | ✓ | ✓ |
| Session.V4.QueueDashboardURL | ✓ | ✓ |
| Session.V4.QueueID | ✓ | ✓ |
| Session.V4.QueueName | ✓ | ✓ |
| Session.V4.QueueUri | ✓ | ✓ |
| Session.V4.ReferingSite | ✓ | ✓ |
| Session.V4.Resolved | ✓ | ✓ |
| Session.V4.RoutedtoV4 | ✓ | ✓ |
| Session.V4.RoutingHistory | ✓ | ✓ |
| Session.V4.SeekerData | ✓ | ✓ |
| Session.V4.SeekerDN | ✓ | ✓ |
| Session.V4.SeekerEmail | ✓ | ✓ |
| Session.V4.SeekerStatus | ✓ | ✓ |
| Session.V4.ServerURL | ✓ | ✓ |
| Session.V4.SessionEndTime | ✓ | ✓ |
| Session.V4.SessionGuid | ✓ | ✓ |
| Session.V4.SessionID | ✓ | ✓ |
| Session.V4.SessionStartTime | ✓ | ✓ |
| Session.V4.SessionState | ✓ | ✓ |
| Session.V4.StartedRoutingUtc | ✓ | ✓ |
| Session.V4.state | ✓ | ✓ |
| Session.V4.Tags | ✓ | ✓ |
| Session.V4.TimeZone | ✓ | ✓ |
| Session.V4.TransferredFromQueueName | ✓ | ✓ |
| Session.V4.WaitTime | ✓ | ✓ |
Additional Items
- Integration with Chime V4
- How to connect a pipeline to a V4 Queue
- How to Get Additional Reporting Data From Chime V4 Using Reports API
- Chime V5 and V4 Feature Comparison