Laura Bishop

Because we work multiple chats and/or have multiple tasks going on at any one time, we need to know if a chat has been assigned to us from another agent so we can get to that incoming chatter as soon as possible. Otherwise, without that alert and if the agent did not notify us that they assigned a chat to us, that person might go unserved for a longer period of time than would be ideal. It is not the best experience for the customer waiting for help.