Jordan Light

Please bring back the ability to view and accept chats from the chat dashboard. We use this feature hugely for 2 main reasons.
1. We have a global product, and many country teams. Sometimes (often), clients will come into the wrong chat, where we do not have legal permissions to access their cloud or help them. The visitor dashboard allows us to view the chat and choose whether to take it or reassign it, without letting the client know we've seen the chat, in order to avoid them feeling shuffled around or ignored. Without this feature, we take chats we cannot help, and have to then tell them we can't help and reassign them. This is extra work and looks poorly on support to the clients. It can also lead to them entering the chat again, and being taken by the same agent again, and being told they can't be helped again. This has already led to angry clients and bad reviews.
Even with the current dashboard, we can view the chats, but cannot accept them accept from the agent workspace. This means that we can see chats that we cannot take, but if a chat come sin that we can and need to take, we are forced to accept all prior chats that we can't help, in order to get to the chat we can. This is leading, again, to much more work for support staff, as well as a lot of upset and anger from clients.

2. We use the ability to open and follow chats for training or to help each other with deeper issues. I don't know if we will be able to see other's open chats with the new workflow or not, but this was a very easy and accessible way to see who was working on what in order to shadow and help without the client knowing of our presence.