Getting Started as a Chime V5 Agent
In this guide we will cover all of the core Agent features in Chime and provides a comprehensive overview of how to work as an Agent effectively.
Agent Core Concepts
These are the features that you will want to be most familiar with when using Chime:
- Maintaining Chime availability to be ready to take chat sessions
- Accepting chat sessions on the Agent Dashboard
- Chatting with Guests and using the Agent chat window
Chime Navigation
In the top right of the Chime web app there is a button with your username on it that you can use to navigate to different parts of Chime. This is called the Chime Navigation menu and will allow you to navigate to the Agent Dashboard, Settings Profile and Change Password areas. This is also where you will be able to log out of Chime.
Chime Availability
Next to the Chime Navigation menu in the top right of your Chime window, there is a dropdown that allows you to update your availability. As an Agent, you will want this to be set to Available whenever you are at your computer and able to accept chat sessions.
Agent Dashboard
The Agent Dashboard is where you will spend time when you are not in a chat session and when you are waiting for a new chat session, looking at reports, or want to update settings. On the left side of the Agent Dashboard there is a menu to navigate the Agent Dashboard, which will cover the following areas:
Accepting Chat Sessions
When on the Agent Dashboard, if a user is coming in looking for help, Chime will determine what Agents are available and ready to help. If you are available, you will have requests to accept chat sessions that are coming in. These can be found in the Incoming Chats area of the Agent Dashboard.
Click the Accept Chat button to assist the Guest. When you do this, Chime will open another window starting the chat conversation. The chat conversation window is covered below in a separate section.
If you have the Enable Waiting Chat Prompt Ringtone setting enabled, Chime will also send a chat prompt ringtone to let you know a chat is incoming.
Reports
On the left side menu, you are able to navigate to Reports. From there you are able to see data from your previous chats, and export results from the reports you run.
Settings and User Profile
From the Settings option on the left side menu, you are able to see all of the user settings for your Chime account. From here you can choose a profile image, update your name, add tags based on what skill sets you have, set your preferred language, enable notifications in Teams, and choose chat settings to enable the Waiting Chat Prompt Ringtone, as well as Auto Leave Chat After Closing Agent Web Client.
Chat Conversation
Once you have accepted a chat conversation, you can see the initial question the user coming in had, as well as use the left side to chat with the Guest.
Chat History
If you click on the History tab you are able to see any previous chat history the Guest has had which is useful if they are coming in following up on a chat, they previously had with Chime.
File Upload
Using the attachments button on the bottom left of the Agent chat window, you are able to upload a file over to the Guest. Additionally, if you click on the Files tab, you are able to view and download any files you have uploaded or that the Guest has uploaded.
Standard Replies
If you click the Replies tab, you are able to see all of the Standard Replies that have been set up for Chime and send them over to the Guest. These are quite helpful for when you have common answers or set phrases you want to send over to the Guest.
