Maximum Concurrent Engagement Capacity

Maximum Engagement Concurrency works alongside Occupied Rules to control agent capacity. While Occupied Rules determine when agents become unavailable for new engagements, concurrency settings define the upper limits for how many simultaneous engagements an agent can handle within each channel type.

Channel-Specific Limits

Voice and Video Channels: The maximum concurrent engagements value is always one. These are real-time, high-attention channels that require exclusive focus.

Email and Messaging Channels: Configurable maximum concurrent engagement limits. Limits can be set based on agent skill level, channel complexity, and organizational standards

Channel Settings Engagement Capacity Example

An example of an agent's engagement capacity is shown below. In this example, an agent can handle a maximum of 20 email engagements and a maximum of four messaging engagements. When an agent reaches either of these limits, they will not receive any new inbound engagements for that specific channel, even if the agent is in the Ready state.

Interaction Between Channel Types

The delivery of new voice or video engagements to Ready agents depends on their current email/messaging load configuration. This design allows organizations to:

• Let agents focus on email/messaging work without voice/video interruptions

• Ensure voice/video calls receive appropriate priority when needed

• Balance workload across different channel types

Voice and Video Channel Configuration Example

In the example below, an agent will only receive a new voice or video call when their email channel load is at or below 100% and their messaging channel load is at or below 50%. Setting the email threshold to 100% means that even when the agent has reached their full email capacity (for example, ten out of ten emails in progress), they can still receive new voice or video calls. This ensures that email—being a less-than-real-time channel—does not block voice or video routing, while the lower messaging threshold helps protect focus on active, real-time conversations.