Agent Routing Rules: Concurrent Calls

Last Updated: 08/01/2017 Back to Topic All Articles

The Concurrent Calls says how many calls that one agent can get at a time.

You would edit this on the main Agent routing rules section:
Agent routing rules section

By default it is set to unlimited. So the Agent will get as many calls as their phone can handle. If you want to set the number to one where they can only answer one call at a time then you can click on the “unlimited” and it will give you a text box to write: Set Concurrent Calls

Once you have typed in the number of concurrent calls just click on the blank space next to the X:

Click on the space

This will save the concurrent call to say the number you selected.

Check the screen again

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