- Go to the Settings → Numerical values section of the administrator’s automated workplace.
- Specify the parameter values in the Session settings section:
| Parameter | Description |
| Max pinned messages per agent | Specify the maximum number of messages that the agent can pin at the same time. |
| Max transfers per thread | Specify the maximum number of transfers allowed to the agent within a thread. If the agent exceeds the specified limit, a message is displayed requesting the agent to process the thread individually. |
| Maximum number of agent sessions | Specify the maximum number of main sessions an agent can have. The maximum allowed value is 100. |
- Specify the parameter values in the Agent KPI section:
| Parameter | Description |
| Closed threads per hour KPI | Specify the number of threads that the agent should process and close per hour of their active shift time. The default value specified will be applied to all new agent accounts. Custom values are specified in the Session section. Read more in the article. Productivity against this KPI is displayed in the agent’s personal statistics:  |
| First reply time, sec | Specify the time in seconds that the agent has to send the first message to the thread in response, after assigning the thread to a personal queue. The average first response time is displayed in the agent’s personal statistics:  |
| Highlight it in the agent WP if a thread has been active for more than (in minutes) | Specify the recommended processing time of the customer’s thread in minutes. If the selected interval has elapsed since the thread was created, the active time of the thread in the agent’s automated workplace will be highlighted in red in the thread environment and in the customer’s data. |
- Click Save.