[mkohlmyr]

Yeah agreed, KB integration was another big one, as well as shortcuts when you have agents who do 3-4 chats at the same time. In fact the ability to define agent capacity individually and by role to begin with is important.

The ability to define different capacities for the same agent across different queues and how to aggregate that is also an advanced feature which is useful. E.g. I can take 3 in English or one in French and one in English. Or I can take 4 tier one tickets or 2 tier two tickets. Or I can do x tickets for customers on basic support but if I'm on with a customer who has priority... Etc

Queueing and assignment logic gets tricky because requirements can be vastly different across organisations. Hence why there are companies at the high end charging enterprise money.