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Contact Center Configuration - Human Agents, Queues and Profiles in ConvyAI

Overview​

The ConvyAI contact center module manages the human side of customer care. When a bot cannot resolve a request, or when a conversation requires human judgment, the platform routes the task to the right agent - automatically, based on availability and workload.

In this section you configure the three entities that make this possible: Queues collect incoming tasks by channel; Profiles define how many tasks an agent can handle and from which queues; Agents are the human operators who receive and manage those tasks in the Agent Desktop.

Once configured, the platform handles assignment autonomously using the Longest Available Agent (LAA) algorithm: tasks go to the agent who has been idle the longest and has free capacity.

ConvyAI contact center section in the admin menu

How it works​

The three core entities are connected in a hierarchy:

  • A Queue is the entry point for incoming tasks from a specific channel.
  • A Profile groups one or more queues and defines the task capacity for the agents assigned to it.
  • An Agent is assigned to exactly one profile, which determines which queues they serve and how many concurrent tasks they can handle.

Relationship between agents, profiles and queues

Routing algorithm​

When a task arrives in a queue, the system selects the agent who:

  1. Is currently available.
  2. Has free capacity (based on the concurrent task limit defined in their profile).
  3. Has not handled a task for the longest time among all eligible agents.

If multiple agents meet the same criteria, the one with the highest free capacity is preferred.

Key concepts​

Agent - A human operator with access to the Agent Desktop. Each agent belongs to exactly one profile.

Profile - A configuration template that defines which queues an agent serves and how many concurrent chat and email tasks they can handle simultaneously.

Queue - A channel-specific entry point for incoming customer tasks. Queues define routing behavior, timeouts, SLA thresholds, and optional audio/video settings.

Capacity - The maximum number of concurrent tasks an agent can handle, split by task type (chat and email). Defined at profile level.

LAA (Longest Available Agent) - The routing algorithm that assigns tasks to the agent who has been idle the longest and has available capacity.

In this section​

  • Profiles - Create profiles and define queue assignments and task limits.
  • Queues - Configure channels, SLA, routing options, and audio/video settings.
  • Agents - Manage agent accounts, permissions, and real-time status.
  • Permission Sets - Define roles and control what agents can see and do.
  • Shortcodes - Create pre-written response shortcuts for live chat.
  • Handover Parameters - Pass bot conversation context to agents at escalation.
  • Surveys - Set up post-conversation checklists for agents.