A nice feature would be to have priorities among the operators. Say you have three operators for Customer Service, John, Martha and Lee and you want Lee to primarily take care of the chat while John and Martha have higher tasks but can act as backup should Lee be unavailable or busy. In this case, a priority with timeout would be helpful. A new chat goes to Lee if she's available and wait for say 20s and then goes to John, if available. Then to Martha and so on. There should also be statistics with missed chats.
What do you think?
Thank you,
Adrian
Mibew Web Messenger
