Navigate to [https://eu.engage.app/home](https://eu.engage.app/home)

Click the dropdown and select the channels to use

Specify the "Maximum chat capacity" field.

Specify the "Time before interaction timeout (seconds)" field.

Set whether Interactions are Auto-accepted here.

General
Available channels
chat
Remove option
video
Remove option
This setting will only apply to newly created users, and will not overwrite the already existing settings of the current users.
Maximum chat capacity
Time before interaction timeout (seconds)
Auto-accept interactions
Single channel at a time
Choose if agents can handle interactions from multiple channels at the same time. If this setting is enabled, agents will not receive chats when they are on a video call or vice versa

Set whether Interactions are a Single can be used at one time

Choose if agents can handle interactions from multiple channels at the same time. If this setting is enabled, agents will not receive chats when they are on a video call or vice versa

Click "Add Status" if you wish to add another status 

Select whether the status should mark the agent as available for more interactions or not and provide the status with a name

Select whether you wish to allow agents to have interaction wrap up time

General
Available channels
chat
Remove option
video
Remove option
This setting will only apply to newly created users, and will not overwrite the already existing settings of the current users.
Maximum chat capacity
Time before interaction timeout (seconds)
Auto-accept interactions
Single channel at a time
Choose if agents can handle interactions from multiple channels at the same time. If this setting is enabled, agents will not receive chats when they are on a video call or vice versa
Statuses

Add custom statuses to the existing defaults. Note: default statuses can't be removed.

Available	Name

	

Offline (default)



	

Available (default)



	

Unavailable (default)



	
Remove status


Add Status
Interaction Wrap-up

If you would like to give your agents a specified time period to wrapup, enable the option below and specify the activity and timeout options.

Enabled
Queue Cap

A queue cap is a way of limiting the number of pending interactions in a queue. This can either be turned off (there will be no limit to the number of pending interactions), static (the limit will always be the same) or based on the number of agents online. (the limit will be a percentage of the number of agents online). This queue cap can be overriden on a per-queue basis.

Disabled
Static
Based on agents
Create Routing System

Select whether you wish for there to be a queue cap

Creating a Routing System