How to set concurrent work item limits per agent

Concurrency limits for chats and other items are normally set at the account or department level. These limits can be overridden at the individual agent level.

When an agent reaches a limit, they are no longer assigned new items.

  1. Create or edit an agent, as follows:
    1. In the Web Admin Center, go to Organization > Agents.
    2. On the Agent Management page, select an existing agent or click Create New.

    Result: The New/Edit Agent page is displayed.

  2. On the Automatic Distribution tab, choose the limits you want to override for this agent:
    • Concurrent chat limit
    • Concurrent email thread limit
    • Concurrent SMS thread limit
  3. Save your changes.

When would you set concurrency limits?

Concurrency limit hierarchy is important to keep in mind to build the necessary flexibility into your organization. Digital DX supports three levels of limits: at account level, department level, and agent level.

While there may be a general setting applied to the account that no one person takes more than three work items at a time, this will be overridden by any department level settings and agent settings that are defined. For example, if your "L2 Support" department is set to take a maximum of three chats, a newly hired agent starting to work in this queue can be set to have an agent limit of one chat maximum. This way, they can ramp up without disrupting the maximum capacity for the entire department.

These concurrencies must be considered in relation to each other. For example, if the agent assigned to "L2 Support" which has a maximum concurrency of three and the "L3 Support" department that they also belong to has a maximum concurrency of one chat, this agent's potential maximum workload is 4 chats: three L2 chats and one L3 chat as an agent can belong to multiple departments. If this agent should only ever receive a maximum of three chats of any type, you must set an agent-level concurrency limit of three chats so that they never exceed this maximum, no matter where they come from (such as two L2 chats + one L3 chat or three L2 chats and zero L3 chats).