We have recently moved to a premium carrier to provide a better calling experience to our users. To make sure that you have enough bandwidth available at the time when you need it the most, we have introduced capping on the number of Live agents (concurrent agents) working on Call Center and Peer to Peer campaign.
What are Live agents?
Live Agents are those who are live on your (texting/calling) campaign(s) at any specific time. The default limit for Live agents is 20 which is more than enough for a medium type of campaign as 20 agents could come online for making calls through CallCenter campaign or to send messages through Peer To Peer campaign.
How does it work?
Let's say you have 2 running campaigns in your account ( 1 Call Center and 1 Peer To peer) with 50 agents assigned to each of these campaigns. At any given moment only 20 agents could go Online i.e. login into Agent console to make calls or to send messages.
NOTE: This will not limit the number of agents assigned to the campaign or number of agents you can add to your account. It only affects the number of agents logged into the campaign.
What if you need more live agents for your account.
If the limit of live agents is exhausted, your agents might see the message "All seats have been filled", which simply means that the Live agents limit is reached. The number of Live agents seats for your account is already consumed. In case you wish to increase the limit for your account, please talk to our Sales Expert to increase the agents' capping.