📎User Concurrency
What is concurrency?
Concurrency defines the maximum number of open conversations/tickets that an agent can handle at a time.
Concurrency is the feature that allows setting a limit to the maximum number of conversations that an agent can handle at a particular time.
How does concurrency work?
Suppose if the concurrency is set to 5, and an agent already has 5 open conversations assigned to himself, the 6th conversation will not be assigned automatically. The 6th conversation will either be assigned to a different agent who is handling less than 5 conversations or that will be seen under the Unassigned section.
As soon the agent changes the status of any one of the 5 conversations from Open to Resolved or Waiting or Followup, then the next conversation is automatically assigned to that particular agent.
How to enable and set the concurrency number?
Login to the LimeChat dashboard.
Go to Settings.
Go to the Agents section
Click on Edit for the relevant agent
Navigate to the second page of this pop-up, where you will find the toggle for enabling the concurrency. Once you enable concurrency by clicking on the toggle, you will be able to see a text box titled Number of tickets limit for the agent where you can set the concurrency for that collaborator.
Finally click on "Update" to save changes.
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