On the Settings tab, you can specify session settings for agents: the maximum number of sessions the agents can have and their KPIs on the number of closed threads per hour.
The Settings tab is only available if the admin has enabled it for you.
To configure session settings for agents:
- On the Settings tab of the supervisor WP, in the Session Settings section, select the check box(es) next to an agent/a group of agents for who you want to configure session settings.
- If you select several agents and want to assign the same values to all of them, enter the number of sessions and threads per hour in the respective fields and then click Assign and Save. The agents’ numbers update automatically based on the values you enter.
- If you select several agents but want to specify different values for them, enter the number of sessions and threads per hour in the respective fields for each of the selected agents and click Save.