Steps to Determine Chat Concurrency Functionality Go to Settings under the Chat section Click on Chat Assignment Here, you will find two fields: A. Auto-assign incoming chats to agents: a toggle switch that allows you to enable or disable automatic chat assignment B. Maximum concurrent chats allowed: indicates the maximum number of chats that can be assigned to an agent at any given time Next, go to Settings and click on the User section Verify the agent's details in the User section to determine if they are assigned to any skill set If the agent is assigned to a skill set, proceed to the next step Go to Settings under the Chat section Click on Skills Check the chat concurrency for the specific agent Ensure that the agent's skill concurrency level allows them to receive the maximum number of chats at a time To validate the chat concurrency, download the master report Filter the chats based on the agent's email ID Examine the chat assignments, including the chat assign and end times Compare the count of assigned chats with the skill concurrency settings Determine how many chats the agent is handling at a time