Notification for Chat needs first response
Comm100 should have notification to agent like colour or sign notification to let agent know which chat is first response chat and which chat is ongoing chat. At this time , the chat need first response also show unresponsive time , same as ongoing chat. If agent has multiple newly accepted chats, they will be confused and cant notice which chat is ongoing unresponsive time and newly accepted chat unresponsive time.
And the short key to switch chat also did not go to the chat with long waiting time , it only goes from top to bottom. If agents have multiple concurrent chats, the short key is not useful