Issue with new chats notifications

Hello guys.

Hope you all are well!

I'm opening this thread to ask if anyone has been facing the same issue that I am.

The issue is the following:

My support team uses Zoho Desk to handle the incoming chats. I've set some rules to route these chats. Everyday my team report to me that 4 or 5 chats are going direct to missed status (they report to me that the chat notification did not appear). I've collected the ids of these chats and sent them to Zoho SalesIQ team analyze.

They gave me the following answer: it seems that all these chats are being notified, it was your agent that did not pick them up. Yet, my agents keep saying that the notification did not appear.

Anyone here have faced something like this? If so, what did you do to fix it?

I need a solution, please, I'm even thinking about changing my chat plataform because of this issue.

I hope I get a answer soon!
Stay safe guys!

Kind regards.