Synchronise the agent’s availability for chats and calls. So that when the agent has an open chat assigned to him, he becomes unavailable for calls. The same as it happens when the agent is on call - he becomes unavailable for chats.
Use case:
We see both chats and calls as live channels. So when an agent has an active chat and a call comes in, they simply can't handle both simultaneously. This leads to a customer either being ignored in the chat or waiting longer on the phone. This also puts a lot of stress on our agents.
This is a really important piece of functionality for us, as it directly impacts the CX.