Feature Request Summary:
Zendesk Chat should have a SLA timer.
Agents work multiple conversations at a time so it's hard to keep up with response times. Sometimes agents have to move to a different window or application to research and time gets away from them, resulting in not meeting their 3 minute response time for Chat. It would be nice if there was some type of timer or notification to alert the agents when one of their chats is 30 seconds away from their 3 minute SLA.
Business impact of limitation or missing feature:
Agents are missing their Chat SLAs because there is not an effective way to keep up with time passed when engaging with multiple customers.
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