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Chat agents receive more chats than they have selected
Answer ID 10294   |   Last Review Date 02/10/2020

Why do my agents receive more chats than their maximum chat sessions?

Environment:

Oracle Service Cloud version 17D and higher

Resolution:

In Oracle Service Cloud version 17D, we improved some settings for chat agents.  Within the agent profile, the previous profile setting Max Sessions is now Max Active Chats, and only includes the chats in which the agent is actively engaging the customer.  There is now a new setting for the maximum number of total chats in which an agent can be engaged, Max Total Chats.  This total takes into consideration active chats - chats in which the agent is exchanging dialogue with customers - plus chats in a wrapped-up state.  

Edit a Profile, select Permissions, Service tab, and the Max and Total session settings appear at the bottom of the Chat Agent Permissions.
 
Agents whose profile has the option "Set Max Active Chats" selected can adjust the number of active chats they address from within the Communication Center in their consoles, as seen in the image below.  It is important to note that if an agent changes the Maximum Active Chats setting in their Communication Center, this change will update Max Active Chats for that agent only, and not the profile as a whole.  Max Total Chats for the agent and profile will not be affected. 

From File menu, agents can select Options, Communication Center. In the Incoming Chat Assignment Control section, they can adjust the max chat count and seconds chats are staggered between being offered.

If an agent has adjusted the number of chats they address to be less than that designated in their profile, it will appear as if they are receiving more chats than they selected in the Communication Center.  This is due to Max Total Chats profile setting. 

As an example, Agent A is in a profile with both Max Active Chats and Max Total Chats set to 3.  Agent A opens the Communication Center from within their console and adjusts the Maximum Active Chats setting to 2.  Agent A then goes to an Available status and accepts two chats.  At this point the agent will have 2 active chats, the maximum number of chats the agent just set from the Communication Center, and will not be pushed any additional chats.  After addressing a customer, Agent A then wraps up one of the chats.  At this point the agent will have 1 active chat and 1 chat in wrap up, for 2 total chats.  Since their profile setting Max Total Chats is 3, this opens an available chat session for the agent and the system will push the agent a waiting chat.  When this occurs, both the profile setting and the Communication Center setting are still upheld.  The agent will have 2 active chats (Communication Center setting) and 1 chat in wrap up for 3 total chats (profile Max Total Chats setting).

To determine if an agent has updated the Maximum Active Chats setting in the Communication Center, see Answer ID 10298: Chat agents can adjust the maximum available chat sessions.

To disable the option for agents to change the maximum number of active chats they address, follow the steps provided in Answer ID 5452: Disable the option for agents to change the maximum number of chats in their CX Options​.

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