Frequently Asked Questions

If the Sametime® Client feature display saved chat transcript for the current day in the chat window is enabled then it can sometimes cause the chat window to freeze.

Follow these steps to update the configuration:

  1. Go to Preferences on you Sametime® client
  2. Click on 'Chat History' in the menu list
  3. Make sure the highlighted checkbox Display the saved transcript between two users for the current day in the chat window is unchecked. This will allow agents to save their chats (that first red box with text 'automatically save chats') but we don’t want the Sametime® client to display the history whenever a chat is received.
If you are not able to send a screenshot with the agent plugin on your Sametime® client, chances are you have the wrong Chime server url information in your Sametime perferences. Follow these steps to check:
  1. Go to Preferences on you Sametime® client
  2. Click on 'Instant Chime' in the menu list.
  3. Make sure your Server Url is configured correctly.
  4. Click Refresh and wait for the 'SUCCESS' message. This maye take a few moments.
If you are not receiving any information in the agent information panel and you are running IE, you may have to change a setting. Here is a document with the steps: PDF Tutorial on Fixing Agent Info Panel
If you have created a queue and assigned a dispatcher to that queue, but would like to use the dispatcher in another queue, there is a simple way to do that. You will need to create a dummy dispatcher, assign it to the queue, and the other dispatcher will be available for another queue. PDF Tutorial on Switching a Chime Dispatcher
One of the main benefits of Instant Chime is the ability for an agent to handle multiple chat requests at one time. Many of our customers configure their agents to handle 2 concurrent conversations at a time, however, this is an easy option to configure and agents may be configured to handle up to 5 concurrent conversations.
The Chime Agent Plug-in is an add-on to an agent's Sametime© client that will allow agents to do a number of things, including:
  • Accept concurrent chats
  • Transfer seekers to another queue
  • Add additional agents into a chat
  • Create and use standard replies
This will be based on the number of agents behind each service desk queue and the number of inbound IM conversations. However, 30 queues per Chime server is a totally reasonable estimate – and this should be able to support a large scale enterprise service desk.
Yes – Chime provides multiple manager level dashboards as well as interactive charting and reporting modules. The Chime dashboards are designed to provide a line of business manager with a real time, and historical snapshot, of the queue and the service desk activity. With the dashboard, managers can easily view inbound IM traffic as well as trending topics (such as which problems are creating help desk requests).
Yes – many of our customers utilize ASA to calculate agent efficiency as well as IBM Sametime© click to chat IM queue performance.
The Chime trial is a 30 day evaluation including all of the Chime features for up to 5 queues and 50 experts. At the end of 30 days your trial license can be easily converted to a purchase license without reconfiguring queues or losing data.
Chime comes with 15 standard reports including call volume by queue or expert, average speed to answer, first call resolution rates, and more.
Reports may be customized depending upon your organizational needs and whether the data is captured. Let the Instant development team know what type of reporting you are interested in gathering and they will determine the best course of action for reporting.
Yes, Chime dashboards visually display top keywords in a tag cloud to help managers identify the most common issues or identify any new topics that may emerge due to new tools or software deployed across the enterprise.
Each queue may be configured with customized canned messages for your enterprise. These may be displayed to the seeker or agent at a variety of engagement points in the conversation. For example, when a chat message is submitted, at specified time intervals when there is a gap in the chat conversation, based on most popular requests, and a when chat is ended to name a few.
Chime can support virtually any language. Chime allows you to define languages, and associate text resources for each language.
Editing a standard reply before sending it out is an on/off setting for the plug-in that agents can easily configure. Here’s how to do that:
  1. In your Sametime® client, go to Preferences.
  2. On the left-hand side menu, click on ‘Instant Chime’ tab.
  3. You should see some check box settings for the plugin. Find the setting that says ‘Automatically send text when selected’.
  4. If you want to be able to edit standard reply text before sending, then un-check this tab.
Yes, it is easy to set up a fail-over, or rollover queue that will be used if the primary queue is down or no agents are available. To set up a rollover queue, follow these steps:
  1. Go to the ‘Queues’ tab and select the queue you want to edit. Click Edit Queue and you will be brought to queue settings.
  2. In Queue Settings, click on the ‘Broadcast’ tab.
  3. Scroll down to the ‘Queue Rollover’ option, and select from the drop-down list of queues. Pick the queue you’d like to use as a backup for this queue.
There are a number of different ways that experts can be allocated or controlled aside from using the priority option. One way is to define specific properties such as maximum number of chats per day and maximum number of concurrent chats to control the flow of chats to experts.
  1. Go to Admin.
  2. Check the expert you want to edit, and click on Edit Expert.
  3. This will bring up a window, and you will see the following options:
Sure – the Chime server is managed via a set of license keys. You can add license keys at any time and increase the total size (in terms of the agents) via a license key. So, you can start with 10 agents and then increase the queue size to 25 agents or more via a license key.
This is configurable at an agent level. You can assign some agents to handle just 1 conversation at a time, others to handle 2 concurrently, and some may be configured to handle 3. Our system supports up to 5 concurrent chat conversations per agent.
We have tried to make all of our training available via our chimedesk web site. Here is a link to some agent training material (documentation and videos). http://www.chimedesk.com/agent-training.html
We have 4 broad sets of reports. We have a high level dashboard at the queue level. This will provide a high level summary of the queue activity. For instance, ASA for the last 4 hours, inbound load for today, agent leader board, etc.. We also have a live ‘monitoring’ panel to show real time conversation status for all waiting and active chat sessions. This will show how many people are waiting, their questions, and how long each person has been waiting. You can also see all conversations that are actively connected. We then have queue level charts\reports as well as system level charts\reports.
Yes – you will have reports at both the system level (across queues) as well as at the queue level. Here is a link that provides a list of the current charts (both queue and system): http://www.chimedesk.com/all-charts-and-reports.html
This depends on the current metrics you are using – or that you wish to use. We currently have reports that provide metrics for queue activity (# inbound chats, inbound v. answered, etc..) as well as agent metrics. In addition, there is an ‘agent dashboard’ for each agent per queue. The agent dashboard provides metrics specific to that agent. Here are some screen shots and overview videos: http://www.chimedesk.com/tour.html
Here is a link to our 'How To Deploy' page. It will continue to be updated with new API as we add new features features. http://www.chimedesk.com/how-to-deploy.html
This causes Chime Sametime application to not startup in IBM WAS console. To disable IBM JAX-WS Web Services Engine take following steps:
  1. In the WAS administrative console, go to the Custom properties page for the Java virtual machine. Servers > Server Types > WebSphere application servers > server_name, and then, under Server Infrastructure, click Java and process management > Process definition > Java virtual machine > Custom properties
  2. Set the com.ibm.websphere.webservices.DisableIBMJAXWSEngine property to true If this property does not already exist for your configuration, click New, and add com.ibm.websphere.webservices.DisableIBMJAXWSEngine in the Name field and true in the Value field.
Actions Chime Roles
Agent Reviewer Manager Administrator
Agent Dashboards
View your dashboard
View other agent's dashboard in specific queue
View other agent's dashboard in any queue
View your past chats
View any expert's past chats
Queue
View queue details (name, license, queue state, dispatcher,...)
Change queue details (name, license, queue state, dispatcher,...)
View experts in queue
Add/Remove experts in your assigned queue
Add/Remove experts in any queue
View queue text resources
Edit queue text resources
View queue routing details
View queue schedule details
View queue advanced settings
Edit queue advanced settings
Delete queue
Dashboards and Reports
View queue system reports for you queues
View queue system reports all queues
View queue dashboard
View queue monitor panel
View queue details panel
View manager panel
Enable/Disable agents in manager panel
Remove waiting chats in manager panel
View queue charts and metrics
View queue agents panel
Chime Administration
Add expert to system
Delete expert from system
Add dispatcher to system
Delete expert from system
Change system settings
View and change archived experts, queues, and dispatchers
View control panel
Start and stop queue via control panel
View web client sample page
Logs
View debug logs
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