My agents spend a lot of time online for both Chat and Talk at the same time. When you refresh your Zendesk page, you're signed out of Chat and have to manually go back into Chat to start a new session. Conversely, Talk keeps you online even after a refresh.
One thing that compounds confusion around this and causes frustration among my agents is that it's hard to tell at-a-glance if you're online for chat or not. Here's what all the icons look like next to each other: http://d.pr/i/HAND.
It is more clear now than it was with the Zopim icons, but it would be helpful if the Chat icon turned a color other than gray when you were Online for chat, like the Talk icon does.
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