Agent Capacity

Agent Capacity is an Enterprise Edition feature designed to manage and limit the number of conversations assigned to support agents.

What is Agent Capacity?

A system to prevent agent overload by setting maximum conversation limits per agent, optimizing customer support performance for larger organizations.

Configuration

Step 1. Go to Settings → Agents

Step 2. Set conversation limits per agent

Step 3. Limits can be configured at the channel level

Different channels can have different capacity settings:

• Live chat: 2-3 conversations

• Email: 10-20 threads

• Social media: 5-7 conversations

How It Works

• Uses round-robin assignment system

• When agents reach capacity, new conversations go to "Unassigned Queue"

• Ensures agents aren't overwhelmed with excessive conversations

Benefits

• Improve support efficiency

• Maintain high-quality customer interactions

• Provide flexible workload management

• Prevent agent burnout

Configure agent capacity to optimize your team's performance and maintain service quality.