Date of Release: July 25, 2022
We modified the chat assignment popup to a large overlay screen that has a lot of space and makes it easier to find and select agents from longer lists. The "Reload" button can be used to update the current activity of agents to get an up-to-date status on who is available or most busy.
As soon as we enabled assigning of live chats to other agents, we also modified the counter of conversations on the assignment overlay. Now it reflects now many chats are assigned to each agent, so users can opt to assign chats to those who are least busy.
Now, similar to the web portal, all agents can assign, re-assign, or take over all active live chats right from the mobile app.
Assigned agents will be notified by a push notification and can respond directly in the app.
We've made performance improvements that have increased the average conversation loading time in the app to about 1-2 seconds.
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