How to Configure Agent Load in Chat for Load-Based Assignment
To streamline and control the number of chats a user can handle at any given time, we have introduced load-based assignment in workflow.
This system assigns chats to agents based on their designated load, leading to an optimized auto-assignment process for chats.
Benefits of the agent load system
- Load-based assignments: By distributing chats based on load, the system ensures that agents handle a reasonable number of chats at any given time. This prevents overloading and allows agents to focus on providing quality support.
- Balanced workload: Keeps work distributed evenly so no single agent is overwhelmed, improving efficiency and reducing stress.
- Improved response times: When agents handle an optimal number of chats, they can respond promptly. This results in faster resolution times and better customer satisfaction.
- Reduced burnout: Prevents overload and helps maintain job satisfaction by keeping workloads manageable.
How to configure agent load in chat
To set up the Agent Load, please follow the steps below:
-
Go to the Admin module.
-
Choose Chat > Users and Permissions > Agent Load. On that page, select the Chat tab
-
Set the desired global and individual limit as per the business requirement and Update.
- Global chat limit: The maximum number of chats allowed per agent when no individual limit is set.
- Individual agent limit: The maximum number of chats allowed for a specific agent. If set to 0, the global chat limit is applied.
- The agent load limit can be adjusted between 0 - 100.
- Individual limits apply per agent, regardless of group.
- Only chats in open state are counted toward the agent’s load calculation.
Frequently Asked Questions (FAQs)
1) What is load‑based chat assignment in workflows?
Load‑based assignment automatically routes new chats to agents based on their current designated load, ensuring each agent handles a reasonable number of active chats at any time.
2) How do I configure agent load for chat?
Go to Admin → Chat → Users and Permissions → Agent Load, select the Chat tab, set your global and individual limits, then click Update.
3) What’s the difference between the global chat limit and an individual agent limit?
- Global chat limit: Maximum chats per agent when no individual limit is set.
- Individual agent limit: Maximum chats for a specific agent. If set to 0, the global limit applies.
4) Which chats count toward an agent’s load?
Only chats in the open state are counted toward the agent’s load calculation.
