In This Article:
Limiting the number of Inbound Calls that an Agent can answer throughout the day and from a given Queue throughout the day.
The Max Inbound Call Count is a setting used to specify the max number of Inbound Calls a specific Agent can answer during the day. The value that the Admin sets for Users will reset automatically at the end of the day, but it can also be incremented throughout the day. A value of 0 (the default) means the Agent is not limited in the number of Inbound Calls they can answer.
Example Use Case:
A customer who buys Leads via live transfers utilizes Sales Agents to take Inbound Calls and Close those Leads. The customer has conversion expectations for their Agents (both newly hired Agents and all Sales Reps). Newly hired Agents are on-boarded and set to only answer and Close ‘X’ number of calls each day throughout their training period. After a set amount of time, Admins review the Agent's performance; if the Agent is converting successfully they can bump up the max number of Inbound Calls they can handle.
There is also a setting in Call Center Queues called Queue Max Inbound Call Count to allow an Admin to specify the maximum number of Inbound Calls an Agent can answer from a General Queue.
This setting only applies to Inbound Calls that arrive over General Queues, not User Queues.
Note: User Queues are not included so Agents can still receive calls over User Queues without being concerned about reaching a limit. Individual Agents should not be restricted by the number of calls they can receive via direct transfer from another Agent (via a User Queue.) Agents frequently need to consult with other Agents directly to resolve urgent issues and perform warm/cold transfer calls to other Agents better skilled at handling such calls.
Max Inbound Call Count - User Limit
In the Inbound Call Options section of the User Settings page in the Inbound Settings tab, there is a Max Inbound Call Count setting to allow an Admin to specify the maximum number of Inbound Calls an Agent/User can answer throughout the day. When a value greater than 0 is set, the number of calls that Agent can receive will be limited to that number. Once the Agent reaches the limit, they will no longer be able to answer Inbound Calls.
A value of 0 (the default) means the Agent is not limited in the number of Inbound Calls they can answer.
How to Configure the User Max Inbound Call Count Setting
1.) On the Account Admin Dashboard, click the Account main menu.
2.) Click the Users menu option.
The Show Users page will open.
3.) Find the User/Agent to set a limit for.
4.) Click the name of the User to open the User Settings page.
5.) On the User Settings page, click the Inbound Settings tab.
6.) On the Inbound Settings tab, find the Inbound Call Options section.
7.) In the Max Inbound Call Count field enter a number that will indicate the number of calls that the User/Agent can receive throughout the day.
The User Limit setting can be incremented throughout the day to increase the limit.
For Example: A value of 10 is entered, when the Agent reaches the limit, then the Admin may wish to increase the limit by 5 so the Agent can take 5 additional calls. A value of 15 is entered (10 calls already taken + 5 more = 15) so the Agent will take a total of 15 calls for the day. This process can be repeated throughout the day.
8.) Click the blue Apply Changes button.
Queue Max Inbound Call Count - Queue Limit
On the Skills tab in Queue Settings, there is a setting called Queue Max Inbound Call Count that allows an Admin to specify the maximum number of Inbound Calls an Agent can answer from a General Queue.
When a value greater than 0 is applied the number of calls that Agent can receive through that Queue will be limited to that number. Once the Agent reaches the limit, they will no longer be able to answer calls from that Queue.
For Example: A setting of 10 means that this Agent can only take a combined total of 10 calls for that day regardless of the Queues the Agent may be assigned to, or which Queue the call arrived on. If this Agent is assigned to Queue 1 and Queue 2 and they answered 6 calls on Queue 1 and 4 calls on Queue 2 (total of 10) then they have reached their limit for the day. If the Agent answered 10 calls on Queue 1 only then they have also reached their limit for the day and will not receive calls from Queue 2 at all.
How to Configure the Queue Max Inbound Call Count Setting
1.) Click the Call Center main menu.
2.) Click the Call Center Queues menu option.
The Show Queues page will open.
3.) Find the Queue you need to set a Call Limit on.
4.) Click the name of the Queue to open the Queue Settings.
5.) On the Queue Settings page, click the Skills tab.
In the table on the Skills tab, you will see the Queue Max Inbound Call Count column. In each field in that column for each User on that Queue, you can set the limit of calls that the Agent/User can answer from that Queue.
Note: This setting does not limit the number of Inbound calls coming into the Queue; it only limits the number of Inbound Only calls an Agent can accept from that Queue throughout the day.
The User Max Inbound Inbound Call Count column will display a value if the User also has a Call Limit set in the User Settings.
6.) Enter a value in the Queue Max Inbound Call Count fields for each User.
For example: If an Admin wants to restrict calls for an Agent over a Sales Queue, they can locate the Agent/User assigned to the Sales Queue and set the Queue Limit equal to or slightly lower than the User Limit (effectively restricting the number of calls that can be answered by that Agent on that Queue). Note, however, if that Agent/User is also assigned to another Queue with a Queue Limit set, then that Agent can only take calls up to the limit of that other Queue.
7.) Once you have entered all Call Limits for any Users, click the blue Apply Changes button.
The Queue Limit will trigger if the User Limit is not reached first, and vice versa, the User Max Inbound Call Count limit setting will take effect if the Queue Max Inbound Call Count is not reached first.
For example: If an Agent has a User Limit of 5 and a Queue Limit of 10, the User Limit will take effect first. Conversely, if an Agent has a User Limit of 10 and a Queue Limit of 5, the Queue Limit will take effect first.