I'm trying to figure out how to set up a blended queue for calls and chats where agents can handle only 1 call at a time but they can handle up to 3 chats at a time, the problem I ran into is that when agents pick up a chat they are put into whatever status is set up for that queue, and because the agents are in that status they don't get the second chat, so while the utilization and max assignable are set up to support multiple chat configuration the agent still won't get more than one chat because of the status they are put into, does anyone have any wisdom to offer on this?

I'm trying to figure out how to set up a blended queue for calls and chats where agents can handle only 1 call at a time but they can handle up to 3 chats at a time, the problem I ran into is that when agents pick up a chat they are put into whatever status is set up for that queue, and because the agents are in that status they don't get the second chat, so while the utilization and max assignable are set up to support multiple chat configuration the agent still won't get more than one chat because of the status they are put into, does anyone have any wisdom to offer on this?

I'm trying to figure out how to set up a blended queue for calls and chats where agents can handle only 1 call at a time but they can handle up to 3 chats at a time, the problem I ran into is that when agents pick up a chat they are put into whatever status is set up for that queue, and because the agents are in that status they don't get the second chat, so while the utilization and max assignable are set up to support multiple chat configuration the agent still won't get more than one chat because of the status they are put into, does anyone have any wisdom to offer on this?