Agent occupancy

Brand Embassy is all about improving your agent’s productivity and part of that is helping with delivering the best customer experience with focused and not overloaded agents.

In this section, you set up the maximum amount of cases the agents can handle at once. That is the number of cases the agent has in their inbox and is actively working on (inbox assignee).  It is also the number of cases the agents receives per click (up to the maximum)

You can also define different limits for different agents based on their skill or a specific channel they support.

With the agent occupancy, we rounded up the Routing Rules! Your agents are all set to start processing the cases!