When somebody asks a question in chat and nobody has replied yet, Connect can mark that person amber on the lobby list, and then red. Set how many minutes to wait for each stage. Leave a box empty to switch that stage off. The red time has to be later than the amber time. Everyone signed in for that client sees a change straight away, with no reload.

Tech relief (Take a Case) lets a relieving tech take over an open case from the tech who has it. Reader hand-off lets the reader of a case hand it to another reader in the case chat; the new reader accepts, and both steps are written into the case record. Each is turned on per client. A client with nothing saved here uses the configuration file, which is off.

Save Thresholds Saved ✓