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How to Configure Agent Load in Chat for Load-Based Assignment
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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.
Note:
- 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.
