18 Oct 2024: Customise your operator capacity

Neelke Stadler Updated by Neelke Stadler

You love the automagicness of the routing engine but want to customise the number of chats per the operator. You can now set this!

The routing engine makes sure people who need help get help from operators who are available. By default, the capacity of an operator is set to 10 chats at a time. However, your workload management and metric setup may ask for a different configuration.

Change the maximum conversations per operator

You can set the maximum conversations per operator to suit your ways of working. To change the default, navigate to the Settings page > then select Inbox&Routing > Update the number to any number between 2 and 200.

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