As described in our overview of Messaging, a conversation between an agent and consumer can be “asynchronous.” Consumers can respond on their own time, even if the agent is offline. How can agent workloads be balanced in this situation?
Our legacy Chat platform for engagements assigned conversations based on “concurrency.” This meant that each agent could have a specific number of conversations at a time. However, this approach is not suitable for asynchronous conversations. It could lead to an agent being idle while awaiting a consumer's response.
To address this issue, our modern Messaging platform for engagements uses a feature called “Dynamic Capacity”. It automatically adjusts agent capacity based on “availability” rather than conversation concurrency. This counts the number of conversations with a high intensity of messages and does not include idle conversations.
For more information about Dynamic Capacity, please see LivePerson's overview of Dynamic Capacity.
How to configure agent maximum capacity
- Open to the Engagement Portal
- On the Users list, click on the user you would like to edit.
- Under ‘Max. no. messaging conversations’, enter the maximum number of active conversations the agent can handle. This means the maximum number of conversations with a high intensity of messages that the agent will be part of at any one time and does not include inactive conversations.
- Click Save.
Note: Messaging accounts by default have the Dynamic Capacity feature enabled. If you need to disable or modify it, please contact support.