Currently we can set assignment limits to our team members based on the Inbox, but we cannot do it by Channel. Ideally, we would like an additional control option to set capacity limits by channel.
Also worth noting that currently, if you’re on a call you will not be assigned a Chat, but if you’re assigned Chat’s you can be assigned a phone call.
- As an example, if we have someone working on multiple Chat interactions, we do not want them to then be assigned a Phone Call.
- In this same instance we could want the ability to set a larger number of email assignments to a team member and would want to limit the number of Chat conversations they are assigned simultaneously.
- Doing this could help us prevent live channel interactions that step over each other like in the case of a chat being assigned while the team member is on a phone call.
