Agent Chat - How many chats can an agent accept
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‎01-17-2023 02:39 PM
I have agent chat setup correctly. All the agents are receiving chat requests and they can accept it. There was one agent who wasn't receiving any chat even though he's the only one available online. Upon further research saw that this agent has 4 chat records assigned to him and in open status that are atleast a year old. Closing all those interaction records solved the issue and agent can accept chat now.
My question is where is the chat queue length or concurrency(?) for an agent defined that this person can only accept up to 4 chats?
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‎01-17-2023 09:58 PM
Hi @MS12 ,
You can do it via work assignments. Below is the documentation link
Please mark correct if my response has solved your query.
Cheers,
Mohammed Basheer Ahmed.
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‎01-20-2023 06:41 AM
Thank you Basheer!
I see that assignment rule is set to most capacity which doesn't define the queue length.
My issue is, an agent was not receiving chat requests even though he was the only one online. The reason I found out is that this agent had some old interaction records in WIP. When I closed those out he was able to receive additional requests and chats were routed to his queue. He had 4 open interactions that I had to close out. I'm wondering where that number is defined or is it arbitrary like system decides what 'most capacity' means? I was expecting this agent to get a chat request since this is the only agent who is online but didn't happen.
