I would love to have the ability to set workload management by channel.
For instance, with live channels I need to keep the number of conversations limited so as not to overwhelm. However, for email tickets I would like them to auto route limitlessly as those do not have the same time constraints. Therefore, any one agent would only have one chat conversation (or however many I choose) in their inbox at any given time but could have multiple tickets in their inbox to work on between live conversations.
