Using LiveAgent, your agents will be able to handle multiple chat sessions at the same time, allowing them to be more efficient and handle a larger volume of customers. Sometimes, one customer can take a long time to ask questions, or respond to an answer, so agents can move on and answer other customers in the meanwhile.
Your agents will be able to see multiple tabs, each with its own chat, on their console. If your agent receives a message on one chat, but that window is not the one currently open, then they will be notified via an audio and visual alert. Once he switches to the correct window, the new messages he has received will be marked for the first few seconds so he can easily determine what messages are new.
Administrators can also set a maximum number of chats for each agent to handle at one time. Older agents with more experience can handle more chats at one time, while new agents can be allowed to handle fewer. Customers are also only entered into a chat session if an agent is free; otherwise they are put in the waiting queue. If an agent has free chat slots, automatic invitations to visitors to join them in chat are released.
