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 number of concurrent 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)

The Number of reserved slots per agent allows you to allocate additional slots to agents that are dedicated to a specific queue. Reserve slots for a low-traffic, high-priority queue and your agents will always receive important cases on time.

Assign a Maximum number of concurrent cases per agent to set limits individually to fit your agents' different skill levels.

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