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Alan Ashbaugh
Allow new chats to load in the background, without monopolizing agent focus
Process Automation
Current behavior: When a new chat is accepted, the new chat monopolizes the agent focus, and the agent is not able to continue chatting or performing after-chat work. It brings the agent to the new chat tab, even though it takes ~ 5 seconds to load all 3 chat sub-tabs (chat, contact, case). Even once the 3 chat sub-tabs load, the user often takes a while (sometimes up to a couple minutes), to type out their question, so staying on the new chat tab is not usually the best use of agent time. Desired behavior: When a new chat is accepted, the new chat should load in the background, allowing the agent to continue working on the other chat(s) they have open. The new chat should *not* force the agent to sit there and watch the 3 chat sub-tabs load. After working a little more on the open chats, the agent can check back on the new chat, and see how far along the customer is in composing their question. This is less disrupting to the agent workflow, and maximizes agent control and efficiency. Note: We've been told by the Live Agent PM that this is desired/expected behavior of the product. However, having observed agents in the field using Live Agent over the course of 1 week, I am confident that this is not desired behavior, and it is much preferred that the new chat *not* monopolize focus, and force the agent to sit there and watch the 3 sub-tabs load.
Merge Idea · Flag
Ian Wright - 11 months ago
Leon Albeza - 1 year ago
Mira Daskalova - 1 year ago
Damien Ronteix - 1 year ago
Najeh Salah - 1 year ago
Jared Smith - 1 year ago
Niall Murphy - 1 year ago
Tarun Jain - 1 year ago
Mauricio Copetti - 1 year ago
Eric Praud - 1 year ago
Daniel Hoechst - 2 years ago
Kerri Borjas - 2 years ago
Bart Wilburn - 2 years ago
Eugenia Davis - 2 years ago
Matt Morris - 2 years ago
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