Live agents max capacity

[rambo2]

HI Team,

Requirement is to set max capacity of live agents to 4, for example if there are 3 agents each of them accept 4 chats i.e they are supporting 12 users and if 13th user tried for live agent he should be displayed a message that all agents are busy, contact after sometime and chat should close.

Is this possible?

[Danish Bhairag2]

Hi @rambo2 ,

Under service channel set the default max capacity to 4. This will be applied to all the available agents.

Thanks,

Danish

[rambo2]

I have done that, but when 5th user want to connect to live agent when live agent already have 4 users on chat we would like to display message ' all agents are busy , please contact after some time' as closing message.

Can this be achieved through any OOTB configuration ? As of now if 5th user wants to connect , its making him wait.

[SANDEEP28]

@rambo2 Follow below steps

1) Set the default capacity in "Chat" service channel as "4"

2) You can change the closure message in chat queue record as below. If you have multiple chat queues then you need to change in all chat queues. 

3) If you don't want user to see wait message, you can keep Max wait time as zero seconds as below. But its best practice to have 30 secs to 1 minutes wait message.

f I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!

[SANDEEP28]

@rambo2 If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!