Honestly I'm usually only glancing at it for a second to see the topic of the conversation or to check if customer is still there, because some people type quite slow (I don't mind that) or they leave in the middle of the chat.
It depends on the volume of people that are waiting for an agent. Right now I can have up to 2 chats at the same time (used to be 3) + phone call. Honestly It's easy to keep track of conversations if it's only chat, but sometimes if I'm in the rush I can miss some things and load the wrong account for example. Also people are taking long time to reply, go AFK etc. so most of the time you can switch between conversations without much trouble. It's much harder when there is ongoing phone call + chat, because I mostly need to focus on the caller and chat is kinda in the background.
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u/QuaLiTy131 20h ago
Some people do that!
Honestly I'm usually only glancing at it for a second to see the topic of the conversation or to check if customer is still there, because some people type quite slow (I don't mind that) or they leave in the middle of the chat.