Agent Capacity

Set limits on how many conversations each agent can handle simultaneously. Prevent overload and ensure quality responses.

Balance workloads automatically

Ensure agents have manageable workloads for better customer experiences.

Create flexible capacity policies

Define named policies with custom rules and limits. Assign policies to specific agents or teams based on their role, experience, or workload capacity.

Create named policies with descriptionsSet different limits for different teamsAssign policies to specific agentsMultiple policies for different scenariosExample policiesSupport Team PolicyMax 5 conversations per agent across all inboxes

Sales Team PolicyMax 3 conversations, exclude VIP label

Training PolicyMax 2 conversations for new agents

• Create named policies with descriptions
• Set different limits for different teams
• Assign policies to specific agents
• Multiple policies for different scenarios

Set different limits per inbox

Not all channels require the same effort. Set higher limits for email where responses can be async, and lower limits for live chat that needs immediate attention.

• Set different max conversations per inbox
• Higher limits for async channels like email
• Lower limits for real-time chat channels
• Override global limits per inbox

Smart exclusions for accurate counts

Not all open conversations require active attention. Exclude conversations based on labels or age so they don't count against an agent's capacity limit.

Exclude conversations by label (e.g., waiting-for-customer)Exclude conversations older than a durationConversations waiting for customer response don't countStale conversations are automatically excludedExclusion rulesConversations that satisfy the following conditions would not count towards agent capacity

Exclude conversations tagged with specific labels

add tag Exclude conversations older than a specified duration

• Exclude conversations by label (e.g., waiting-for-customer)
• Exclude conversations older than a duration
• Conversations waiting for customer response don't count
• Stale conversations are automatically excluded

Why use agent capacity

Keep your team productive without burning them out.

Prevent BurnoutEnsure agents don't get overwhelmed with too many simultaneous conversations.

Faster ResponsesWith manageable workloads, agents can respond more quickly to each customer.

Better QualityFocused agents provide more thoughtful, helpful responses to customers.

Fair DistributionAuto-assignment respects capacity limits for even workload distribution.

New Agent TrainingSet lower limits for new agents while they learn the ropes.

Channel OptimizationOptimize limits based on channel complexity and response time requirements.

Keep your team at peak performance

Start using agent capacity limits to ensure balanced workloads and faster response times.