What happens when an agent is on a chat and a call comes in?

Suppose that you configure utilization to allow voice interactions to interrupt chats. If an agent is handling one or more chats and receives a call, then the agent receives an alert. When the agent answers the call, the chats remain active, and for the purposes of analytics, the “hold” time counts toward handle time calculations. The caller and agent can continue to send chat messages even while the agent is on the call.