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#1 2021-09-16 06:04:09

jayden.langmead
New member
Registered: 2020-03-20
Posts: 6

Agents exceeding active chats

Hi Team,

Some of our agents are exceeding the maximum number of active chats set in their user settings. Is there any reason this might be happening? The issue seems to be intermittent.

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#2 2021-09-16 06:23:59

remdex
Administrator
From: Lithuania
Registered: 2012-09-23
Posts: 3,520
Website

Re: Agents exceeding active chats

Many,

1. They are accepting chats manually
2. Inactive chat even it's in active state does not take agent slot so it might look agent is having more chats than it should.

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#3 2021-09-16 06:26:32

jayden.langmead
New member
Registered: 2020-03-20
Posts: 6

Re: Agents exceeding active chats

Thanks! Does manual chats count towards the maximum or are they independent?

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#4 2021-09-16 06:27:16

remdex
Administrator
From: Lithuania
Registered: 2012-09-23
Posts: 3,520
Website

Re: Agents exceeding active chats

It all depends on configuration...

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