Agents can switch between active chat sessions according to how long they have been waiting for a response by using the ‘Next Longest’ button in the Action bar. The ‘Next Longest’ button applies to all active interactions in the agent’s Inbox, directing agents to the chat session that has been open and unfinished the longest.
For example, an agent is handling three different chat sessions. Clicking ‘Next Longest’ highlights the active chat session to the chat session that has been waiting the longest for an agent response and switches that interaction back into the Active Contact pane.
When switching between active interactions, the chat session indicates that the agent is joining and leaving the chat session as appropriate.
An active chat is one that is no longer ringing and has been joined.
The system takes you to the next longest waiting active chat session in the Inbox.