Overview
Assign by language/product skill while limiting concurrent chats/DMs to protect quality.
Problem
Random or manual assignment overloads some agents and leaves others idle, hurting SLAs and CSAT.
Solution
Define queues, skills, and per‑channel concurrency caps; LiveConnect auto‑assigns fairly with sticky logic.
How it works
Add skills like EN/ES/Billing, set concurrency (e.g., Chats=4, DMs=3), and enable sticky assignment for follow‑ups. Supervisors tune caps in real time.
Who is this for
Supervisor
Support Ops
Expected outcomes
- Balanced workloads & higher agent productivity
- Fewer SLA breaches from overload
Key metrics
Average active chats per agent
Baseline
6 count
Target
4 count
SLA breach rate
Baseline
18 %
Target
6 %
Gallery
Downloads & templates
Case studies
FinServe improves occupancy without burnout
Concurrency caps stabilized handle times while maintaining CSAT.
Financial Services Enterprise EU
Security impact
- Routing metadata only · PII: none
Compliance
- SOC2 (availability & change)
Availability & next steps
Team
Business
Enterprise