Get Started as V5 Agent

In this guide we will cover all of the core Agent features in Chime and provide a comprehensive overview of how to work as an Agent effectively. For technical details please go to our FAQ documentation on getting started as an agent ↗.

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.

Agent Features:
Chime Navigation, Availability, Agent Dashboard, Agent Browser Notifications, Reports, Settings and User Profile, Accepting Chat Sessions, Chat Conversation, Chat History, File Upload, Standard Replies, Ticketing, AI Translation, Mark Sessions As Resolved, Agent AI Assist & Support Tools, Related Content

Chime Navigation

In the top right of the Chime web app there is a button with your username on it. This is called the Chime Navigation menu and allows 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.

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.

Chat availability also shares your availability status with both other agents and your managers.

Agent Dashboard

The Agent Dashboard provides information on ongoing and current calls. From the left side navigation menu, you can view reports and update settings. The Agent Dashboard can always be reached from the left side navigation menu.

Agent Browser Notifications

The Agent Dashboard supports integrated browser notifications. Browser notifications when selected will open to the Agent Dashboard tab or window so that an agent can accept the incoming chat. This option can be toggled on or off at any time within the browser site settings.

Reports

On the left side menu, you are able to navigate to Reports. Reports allow you 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 your skills, 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.

Accepting Chat Sessions

The Agent Dashboard will display incoming guest help requests. Chime will determine what Agents are available and ready to help. If you are available, you will receive 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.

Chat Conversation

Once you have accepted a chat conversation, you can see the guest’s initial question, as well as other useful chat information. Use the left side to chat with the Guest.

Chat History

If you click on the History tab you are able to see the guest’s previous chat history. This data can be used if they are following up on a previous chat, or if the issue they are experiencing is reoccurring.

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 sent during the chat.

Standard Replies

From the Standard Replies tab, you are able to see a list of common replies provided to you. These can be sent to the guest at the click of a single button.

Ticketing

From the ticketing tab, agent are able to view past and ongoing tickets for incoming users. This allows them to give informed responses based on background information speeding up incident resolution times.

AI Agent Translation

Using the translation tab, agents are able to utilize Azure AI to translate chats in real time. Selections of language options can be set at the tenant level and default agent language can be set for each user.

Mark Sessions As Resolved

Agents are able to mark chat sessions with ‘Resolved’ or ‘Unresolved’ status as well as attach notes about the session. Upon marking a session as resolved the agent that resolved the session is displayed and other resolution metadata is populated.

Agent AI Assist & Support Tools

From the AI Assist tab, It enables agents to generate responses using a custom Chat GPT bot, referencing FAQs for efficient support. Additional AI support tools include AI Translation and AI Summarization.