I'm happy with some of the changes I've seen with live chat but I have some suggestions:
1. More support agents. I just can't believe that I actually got a message to the effect "12 people waiting"...seriously?! Is there one support agent per half hour or however it's done? Whatever it is, it's ridiculous.
2. Fix the sound. It's easy to forget that you're chatting with a support agent; sound is a good notification. (I checked my volume and checked the volume settings in the chat but I heard nothing).
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I agree. Just a quick thought about timestamp, after every CS Chat, you should receive a transcript of the conversation with timestamps on each chat sent unless you want a timestamp on chat while on the conversation. I'm pretty much OK without it though.