CURRENTLY: We automatically assign chats to agents, and the agent is required to click "Open" on the chat notification in order for the chat session to open on the session pane. If the agent does not click open within the given chat notification timer, the chat session is automatically assigned to the agent and is visible within the Agent Dashboard.

PROBLEM: When agents are busy with other chats, the agent is not on the agent dashboard and therefore does not have visibility of these assigned chats sitting in the agent dashboard. This can lead to slow response times or an increase in abandoned chats after assignment as the customer would be speaking to no one even though the chat is active and assigned to an agent.

EXPECTED: We have the ability to automatically assign and open the chat session on the agent session pane, without the need for the agent to click open on the live chat notification. This way the agent has visibility of the chat being automatically assigned and open in the sessions pane whilst assisting other customers on chat. Which will in return increase the speed of responding or greeting the customer. Improve visibility and navigation as well as the customers' experience with our support agents.