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If a chat becomes idle after few minutes, the respective window to visually change its appearance in order to draw attention on it, or a pop up notification to be displayed. This will help the agents to notice the long queued chats when multiple sessions are open and take action faster on that respective chat. Along with the acoustic tone which is played, this will minimize the risk of having a chat unanswered for long time. The exact idle time before this notification message pops up should be adjustable in SmarterTrack as well.