Change the Maximum Number of Concurrent Chats

Required security profile permissions: Users Edit

Agents can participate in chat sessions as a medium of communication, or channel, in your contact center.

You can set the maximum number of chats an agent is allowed to handle at the same time in two ways: 1) at the individual user level and 2) at the team level. If you change the maximum at the team level, it applies to all members of the team. If a user has a different maximum set in the user profile than is in the team profile, the user is bound by the user setting. The minimum number of concurrent chats you can set is 1, and the maximum is 12.

Change a Team's Maximum Concurrent Chats

1. Click Admin → Users → Teams.

2. Locate the team you want to modify. Click anywhere in the row to open the team profile.

3. Click the Contact Settings tab.
4. Click Edit.
5. For Team Defaults, in the Concurrent Chats field, enter a numeric value between 1 and 12.
6. (OPTIONAL) To override the team default setting for an individual user, click the Concurrent Chats drop-down under for the user and select Custom, then enter a number between 1 and 12 for that user.
7. Click Done.

Change a User's Maximum Concurrent Chats

1. Click Admin → Users → Users.
2. Use the page links on the bottom of the table, or the search feature at the top, to locate the user you want to modify, then click anywhere in the row to open the user profile.
3. Click the System tab.
4. Click Edit.
5. Scroll down to the Contact Handling section and select Custom from the Concurrent Chats drop-down. Leaving this value at Default causes the setting configured at the team level to apply to the agent. If the agent previously had a custom setting and you now want the team default to apply, change the value from Custom to Default.
6. Enter a numeric value between 1 and 12 in the field beneath the drop-down. This overrides any default setting at the team level.
7. Click Done.