If you choose Routing Configurations Unit Capacity as 1 and Presence Configurations Capacity as 5, each agent will be able to handle 5 chats at a time.
Presence Configurations allows you to specify Agents capacity.
Routing Configurations allows you to specify units or percentage of capacity.
Routing Configurations
Presence Configurations
One Chat(50% capacity):
One Chat Transcript Accepted by the user, the workload is 2 out of 4 and the Capacity is 50%.
Two Chats(Full capacity):
Video Reference:
