My agents are having trouble to prioritize conversations because there is no difference from a ticket and a conversation alert.
My suggestion is that users could customize the alerts according to the kind of item if it is a conversaion they migh wanna have the sound enabled and for tickets not for example.
Our KPI for Firts time response in conversations is 30 seconds and for tickets 5 hours to that is why this is so important. This would help them to organize themeselves.