Cathy Stuelpnagel

Ideally the chat would not drop until the customer has purposefully closed the chat, however, people frequently unintentionally leave chat.  They are frustrated that the chat has closed when they return.  These individuals are added to the queue instead of receiving immediate continuation of service.  This is frustrating for the customers as well as more difficult for us.  If there was a way to press a button to continue with the chatter, or (less ideally) to see the chatter in queue and take the chat, that would be best to offer more seamless service to the customers.  

As it is now, the customer returns to the queue, another agent might be assigned to that customer, the CS agent needs to check to see who the customer had been previously chatting with, send that agent a notification and wait for a response so they can assign the chat to that agent, since there is no sound or notification through the system that the customer had returned.  Additionally, when people return they often return with a visitor number rather than email address and name, which makes it more difficult to find the agent with whom they had been chatting.

This whole issue cause longer wait time, less continuity of service, frustration on behalf of the customers that they are disconnected, have to wait, then be transferred and wait again.