Been waiting 14 hours for someone to reply!

I’m not working this weekend so I’m not sure what’s going on with wait times

I just want to pick up on this though, we have a system where a COp presses CTRL&1 and they’re automatically assigned the next waiting longest Chat so we don’t pick tickets based on complexity :slight_smile:

Though, during normal working hours we have extra Short Term Staff handling a queue where the straightforward queries are placed. We don’t do this out of hours (we may on a Saturday but I’m not sure) and only Short Term Staff work from the queue - everyone else works from all incoming.