Now you can further categorize your agents and set the maximum number of tickets they can be assigned to based on their level of experience. On top of the existing two levels, which were Intermediate and Expert, three new levels have been introduced to the settings: Novice Ⅰ, Novice Ⅱ, and Advanced.

With the new titles, a total of five levels will consist the agent leveling system. The order of the levels is as follows, from lowest to highest.

The basic logic and management of these levels remain the same. You can level your agents in the Level column on the Agents page. Meanwhile, set the maximum number of tickets that agents at each level can receive in the Settings > Automation page. This can optimize the ticket flow and ticket resolution time as you can tap into the different level of expertise and capacity among agents.

To learn more, see our Agents guide.