Web Chat Adjusting Agents’ Session Count

This article demonstrates how to adjust agents’ session count.

Article #: 71

How To: adjust agents’ session count

Similar questions: adjust agents’ session count, edit agents’ session count, change agents’ session count, modify agents’ session count, increase number of web chats an agent can handle simultaneously

Purpose: demonstrate how to adjust agents’ session count

Steps

  1. Log in to the Xima CCaaS Admin portal.
  2. Go to Contact Center Configuration > Skill Management

This tutorial is presuming that you have a license and that you have enabled your agent to do web chat.

  1. Under the Max Simultaneous Sessions column, you can click the box of the corresponding agent you would like to be able to handle more web chats and change that number. Simply type in the new number of chats you want your agent to handle.

It is important to note here that if the number, for example, says 2, this means that this agent can handle one voice call, and one chat. If you would like the agent to handle one voice call and two chats, simply add the two numbers together (1 and 2), which equals 3.

  1. Click Save.