Balance workload among agents by defining thresholds across
channels.
Default open conversations limit
Set a maximum limit on the number of open conversations your agent teams can handle on each channel at a given time.
You can choose to modify the default open ticket to an agent-level
limit below
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Agent-level open conversation limitSet a limit on the open conversations an agent can handle from each channel at a given time.
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Updating assignment preferences will only affect new incoming
tickets. Learn more
Conversation assignment order
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Pause assignment when agents are on-callWhen an agent is on a call, tickets and chats will not be assigned.
Routing settings
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Automatic conversation assignmentDistribute and balance the number of conversation assigned to agents in this group
Choose an assignment mode