An agent session is the time allocated to an agent to process a single client thread. You can configure agent session parameters in the Session settings section of the Settings tab.
You can specify values for the following parameters:
| Parameter | Description |
| Sessions | The number of main threads that can be in the agent’s personal queue simultaneously. |
| Resumed sessions | The number of additional agent threads. A resumed session opens if all the main agent sessions are busy and a customer who hasn’t reached the assignment timeout for that agent contacts the agent. This session also opens if the customer contacts the agent through the email channel, but the agent is already working on their other request through the same channel. |
| KPI | The number of threads that the agent should process and close in an hour. |
How to Configure Parameters for an Agent
- Select the agent for whom you want to configure session parameters.
- Specify the required value in the agent line for each parameter: Sessions, Resumed sessions, KPI.
- Click Save.
How to Configure Parameters for a Group of Agents
- Select multiple agents for whom you want to configure session parameters. Selecting a department or supervisor automatically selects all subordinate agents.
- Specify the required value to the right of each parameter: Sessions, Resumed sessions, KPI. The specified values are applied to all selected agents simultaneously.
- Click Assign.
- Click Save.
To configure different parameters for a group of agents, select multiple agents, specify the required parameter values separately in the line of each agent and click Save.