The number of simultaneous conversations that you assign per agent is relative, it will depend on the service model that you have in place in the organization.
The criterion used to distribute the allocation of conversations is by agent capacity ratio. That is to say, once you have defined the amount for each of your agents within the configuration of simultaneous in the user's profile when they enter conversations, an automatic calculation will be made based on the capacity of attention that you attributed to each agent.
It takes the % of capacity that each agent is attending at that moment and assigns it to the less busy one. For example
If both agents are attending at the same level of capacity, when entering a new conversation, it will be randomized.
The connection time is not related to the allocation of sessions.
Important: If your group of agents has a different number of simultaneously assigned, the assignment continues to be by % of attention capacity. That is, the least busy agent will be assigned conversations.
At the same time, you can use the agent report to analyze if the number of conversations is the right one for the workgroup or if it is necessary to adjust it, increasing or reducing the number of conversations, considering that the focus is always to provide a good experience to your users.
In the tour below you will see the step-by-step on how to do the configuration.