Currently in the support automation analyst console there is no way for an analysts to get a visual queue when someone goes into the hold queue and is waiting for assistance. However, as soon as the analyst chooses to handle the session there is a popup window indicating that they are now in a session.
It would be great if there was a way for us to either leverage that existing popup window feature to notify the techs or add a way to make the icon blink when someone joins the hold queue.
The business reason for is unless our analysts are constantly looking at the console, they won't know if there are customers waiting to be helped which wastes a lot of their time if they are taking calls or working on other tasks. It would really ease the burden of constantly watching their queue if we could implement a feature like this.