1: Let's say we have 3 agents and they are called "X", "Y" and "Z" . The "X" and "Y" agents have 2 chats each (Chat limit is 2 for each of them). We have 7 chats in Queue. The "Z" operator is offline and when he becomes online he doesn't get any chat from the Queue. When The "X" operator resolves one of his chats he gets a chat from the Queue and the "Z" agent gets only one chat from the Queue (Not 2 as you told us during the meeting). The "Z" Agent gets a chat form the Queue each time "X" or "Y" agents resolve their chats.

2: When the "Z" agent gets a chat as described above there is a system message like this in the chat <<Assigned to Vahram by Zhora>>, but the chat wasn't assigned from Zhora to Vahram. This is confusing for agents and they don't know if the chat is from the queue or transferred from another agent. This May lead to a problem when we are not able to keep transferred chats on the control

3: When a chat goes to "X" or "Y" agent from the Queue there is a system message like this in the chat <<Vahram self-assigned this conversation>>