We are using chats from SunCo and we faced such a problem. If the chat has been in the queue for more than 10 minutes, then it becomes inactive. After that, the chat leaves the queue, BUT is not marked in any way. For example, as was the case with chats from the "Chat" product, when a missed chat changed its name to "Missed chat". We cannot set up a separate view for inactive chats from SunCo, since we cannot filter out active and inactive chats.
The screenshot clearly shows that the agent is accepting a chat that has been in the queue for 6 minutes. And chats that have been in the queue for more than 10 minutes remain untouched.
I'm sure it shouldn't be that way. I'm waiting for corrections.
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