Today we are happy to announce three improvements to the Conversations Hub we have rolled out over the last couple of days.
Chats in progress in the Agents list
When viewing the Agents list you now see the number of ongoing chats per agent. This new option will help to gauge how busy other agents are at that moment without having to open the app dashboard or starting a 1 to 1 chat with that agent.
Chats in progress in the Transfer menu
Related to this, we have also implemented the number of chats in progress in the transfer menu. This will help the transferring agents to see if particular agents are more busy on chats than others before sending the chat.
Repeat sounds and notifications until answered: fix and improvement
Another update relates to the option to repeat notifications setting in Hub.
We have fixed an issue with this setting and at the same time applied some improvements to the behavior:
- The option can now be configured with different time settings. Agents can choose if they want to be reminded of a new unresponded chat every 15, 30, 45 or 60 seconds.
- This setting now automatically applies for new or returning contacts and displays sound as well as desktop notifications.
As always, please don’t hesitate to contact us if you have any questions or feedback!