When clients have to wait too long for an answer they can think that there is something wrong. Support agents can have multiple ongoing chat sessions so they have to be alerted when one of the clients is waiting to long.
We are going to attract the attention of the agents to the chat sessions which need attention by using color.
The text entry area of the agent changes color when attention is needed.
- Yellow: The client is waiting somewhat longer. (20 seconds)
- Orange: Answer now.. otherwise the custer might think there is something wrong (45 seconds)
- Red: Too late. The customer has really waited too long. (60 seconds)