Agents Management - Workload is a Qontak Omnichannel feature consisting of Division, Agent Allocation, Broadcast, and Workload where only Admin can add or make changes to existing features in agent management.
To display the workload menu on the Agent page, you need to follow these steps:
Open your Omnichannel Account.
Select the Settings menu, then click Agent Management.
Next, click “Workload” and enter the limit that the agent will handle so that the agent can focus on the work at hand. Then, click “Save” to save the changes made.
If you enter a limit of 15, the agent will only handle 15 chats and if the agent has met that limit, then new incoming messages will be directed to agents who still have a messaging limit with online status.