When setting up chat routing, there are multiple options. What is the difference between them from an agent's perspective?
Here is a summary of the different chat routing options:
Agents receive notifications when chats are waiting and can make the decision on whether or not they have the bandwidth to take on another chat. Admins can set limits on how many chats agents can have concurrently before they stop receiving notifications.
Agents are assigned chats from the queue based on who has been available the longest. Administrators can set limits on how many they can be assigned at a time.
This works like assigned mode, however, agents can manually claim more chats after they reach their limit of assigned chats.
For more information, see this article: Setting up notification routing for live chat and messaging