Genesys Cloud - Main

While working on chats, agents observed that there is difficulty switching between chats when they open 4 chats. To switch it took 10 to 30 seconds.

Hi Sanjeeva,

Welcome to the community.  I would recommend opening a case with customer care for this issue. There is a feature toggle that can be enabled on an org by org basis that could help resolve the issue of switching between chats, but they will need to confirm the issue is the same and your configuration before enabling it.

While working on chats, agents observed that there is difficulty switching between chats when they open 4 chats. To switch it took 10 to 30 seconds.

While working on chats, agents observed that there is difficulty switching between chats when they open 4 chats. To switch it took 10 to 30 seconds.

#DigitalChannels

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Sanjeeva De Silva
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Yes, this is a known issue. It's causing a lot of issues. There are also some threads about this in the beta forums too. Our agents are set to take 6 chats max, and if they get to 4 it's bad, 5 worse and 6, well yeah even worse. 

Out AHTs have blows out because of this.... Please do raise a case to add info for the Genesys team

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Lawrence Drayton

Original Message:
Sent: 11-28-2024 04:07
From: Sanjeeva De Silva
Subject: 4 concurrence chat lags

While working on chats, agents observed that there is difficulty switching between chats when they open 4 chats. To switch it took 10 to 30 seconds.

#DigitalChannels

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Sanjeeva De Silva
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