Can I Limit the Number of Callers Waiting in a Call Queue?
This article clarifies whether it is possible to set a maximum number of callers that can wait in a call queue in LiveAgent, and explains what queue-limiting options are currently available for calls and chat.
Call Queue Length Limit
At this time, it is not possible to limit the number of callers waiting in a call queue (i.e., set a maximum call queue length) in LiveAgent. This feature is currently unavailable for voice/call channels.
What you can configure for call queues are time-based settings:
- Maximum ring time – the maximum duration a call will ring before being handled differently.
- Maximum queue time – the maximum amount of time a caller can wait in the queue before the call is ended or redirected.
These settings can be found in Configuration > Call > Settings.
Chat Queue Length Limit (Available)
Unlike call queues, LiveAgent does support limiting the number of visitors waiting in a chat queue via the Max Queue Length feature. When the limit is reached, the chat button automatically switches to offline status or is hidden from the website.
How to Set the Max Queue Length for Chat
- Log in to LiveAgent.
- Go to Configuration by clicking the gear icon in the left-side menu.
- Navigate to Configuration > Chat > Chat Buttons.
- Create a new chat button or select an existing one.
- Scroll down to the Max Queue Length setting.
- Enter the maximum number of visitors allowed in the queue at one time.
- Click Save to apply the changes.
You can create multiple chat buttons for different departments or URLs, each with its own Max Queue Length setting.
Requesting a Call Queue Length Feature
If you would like to see the ability to limit the number of callers waiting in a call queue added to LiveAgent, you can submit a feature request by contacting LiveAgent support at support@liveagent.com.