Symptom / Need

I want to know how many simultaneous calls, chats, and interactions an agent can handle in Wolkvox and how those limits are configured.

Context / Scenarios

The ability to manage simultaneous calls, chats, and interactions depends on the configurations made in Wolkvox:

• Incoming calls: Only one active call is allowed at a time.
• Outgoing calls: The agent can make multiple calls, managing up to 6 channels (1 to 6).
• Chats: The maximum limit is 101 simultaneous chats per agent, configured from the Transfer Skill component.

Please note: This amount depends on the processing power and memory of your PC. A maximum of 5 simultaneous sessions is recommended.

• Interactions: A maximum of 300 simultaneous interactions per agent is allowed, also configured from the Transfer Skill component.

Answer (Solution / Recommendation)

1. Simultaneous calls:
   • Incoming calls: Only one active call is allowed at a time.
   • Outgoing: The agent can manage up to 6 channels to make multiple calls.
2. Simultaneous chat settings:
   • Enter the Transfer Skill component.
   • Locate the Simultaneity field.
   • It sets a limit, which can be up to 101 chats per agent.
3. Simultaneous interaction settings:
   • Access the Transfer Skill component.
   • In the simultaneity field, adjust the value up to a maximum of 300 interactions per agent.