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Interaction Concurrency

The interaction concurrency settings determine the number of simultaneous interactions (sessions) an agent can handle for each channel type. They also allow channel types to be grouped together, to define the maximum number of simultaneous interactions across the grouped channels.

Select 'Inherit Agent Group settings' and the agent group name, if you wish to inherit the configuration that has been defined at a group level for this agent.

Setting Concurrency Limits by Channel Type

To define the maximum number of concurrent interactions an agent can handle for each individual channel type:

  1. Navigate to Agents > Edit Agent then locate the Concurrency Limits panel.
  2. Enter the maximum number of concurrent interactions against each channel type.

In the example below, the agent can handle 2 x SMS, 1 x e-mail, 2 x IM Chat and 2 x social media sessions.

Note: if the channel type is greyed out, select the check box against the channel type in Agent Channels settings.

Setting Concurrency Limits Across a Group of Channel Types

Grouping channels together allows you to define the maximum number of concurrent interactions an agent can handle, across the grouped channels.

  1. Navigate to Agents > Edit Agent then locate the Grouped Channel Configuration panel.
  2. Select the check box against each channel type that you want to group together.

In the example below, the SMS, IM chat, and social media channels have been grouped together.

Note: if the channel type is greyed out, select the check box against the channel type in Agent Channels settings. 

Note: under the Concurrency Limits heading, the channels that are grouped together appear greyed-out. Channels that are not part of the group can still be edited.

  1. In the Grouped Channel field, enter the number of concurrent interactions the agent can handle, across all of the grouped channels.

In the example below, the agent can handle up to 5 concurrent interactions in any combination of SMS, IM chat and social media. They can also handle one email channel, as it is not part of the grouped channel configuration.