Just the other day I came across an issue with a client that came up with a couple of users on the ServiceNow forums as well. The issue was that technicians monitoring a chat queue had no way of knowing that a chat was waiting unless they were staring at their chat desktop the entire time. Since most IT people tend to multitask, this can become a problem resulting in longer-than-ideal wait times in the chat queue.
With the help of the ServiceNow Guru 'Module Counts' update set I was able to find a solution that I think effectively solves this issue by showing a count in the left navigation pane whenever a new chat enters a user's queue.
Click here to read more!
