Agent Capacity & Presence Management
Presence management ensures customer conversations are only routed to agents who are currently available, preventing burnout and reducing response times.
Agent Statuses
Agents can change their status in the top navigation bar:
| Status | Routing Behavior |
|---|---|
| 🟢 Active / Available | Ready to receive new inbound chats and phone calls. |
| 🟡 Away / In a Meeting | Pauses new conversation assignments; retains existing active chats. |
| ☕ On Break / Lunch | Temporarily offline; active chats re-routed if unanswered for 2 minutes. |
| 🔴 Offline | Not available; no new work assigned. |
Concurrency Capacity Limits
Set maximum workloads under Settings → Routing & Capacity:
- Live Chat: Maximum 3 to 5 simultaneous conversations per agent.
- Voice Calls: Fixed at 1 concurrent call.
- Email / Tickets: Up to 15 open assigned tickets.
If all team members reach maximum capacity, new chats enter the queue and display estimated wait times.
Related Guides
| If you want to… | Read |
|---|---|
| Set up routing rules | Routing Rules |
| Configure skills-based routing | Skills-Based Routing |