Why are there more chats showing for a Live Agent rep than the Rep's capacity?
|Knowledge Article Number||000206003|
|Description||If a user is viewing the Live Agent Supervisor tab, they may see an agent has 4 chats when their capacity is only 2, for example.|
|Resolution||This is most likely due to internal transfers - if an internal transfer of a chat is sent over to a rep, they can show as currently being assigned 4 chats within the Supervisor View, when they are still only correctly assigned 2 chats at a time in the settings. This is working as designed.
This can also happen when you have not added the user or their profile to any of your Live Agent Configurations
Users that aren’t associated with a configuration get the default configuration: