I have a couple of questions about setting up High Priority Chat for Agents (IPCC 4.0).
When an Agent presses the button that is set up for High Priority Chat, it appears to automatically go to the Supervisor. My questions:
1 - I didn't have to tell it who the Supervisor was, so I'm assuming it looks at who is the assigned supervisor for that team, correct?
2 - What if there is more than 1 supervisor logged in? Will they both get the chat window?
3 - The Agent doesn't see a chat window until the Supervisor responds - is that normal?