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 allows you to specify units or percentage of capacity.
Routing Configurations
Presence Configurations
One Chat Transcript Accepted by the user, the workload is 2 out of 4 and the Capacity is 50%.
Two Chats(Full capacity):
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