Agents can simultaneously handle multiple interactions using Avaya Workspaces, across multiple channels. Account administrators configure the maximum number of active interactions agents can have open at any one time. This ensures agents do not get overloaded. Agents can handle a maximum of 5 email and chat interactions simultaneously. Agents can handle a maximum of 10 messaging interactions simultaneously. Agents can handle a maximum of 20 interactions simultaneously. Agents can handle the following interactions:

• Maximum 5 emails and chat interactions simultaneously

• Maximum 10 messaging interactions simultaneously

• Maximum 20 interactions simultaneously