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Configure workload limits

Use Settings → Assignment → Workload Limits to set workload limits that protect agents and keep distribution healthy.

Create a workload limit policy​

  1. Open Settings → Assignment → Workload Limits.
  2. Select Create policy.
  3. Enter policy name and description.
  4. Configure exclusion rules.
  5. Save and assign agents.

Configure exclusion rules​

Workload limit policies let you exclude conversations from limit counting by using:

  • Labels to exclude specific conversation types
  • Conversation age threshold (minimum 10 minutes, up to 999 days)

This helps ensure edge-case or legacy conversations do not distort active workload balancing.

Assign agents to the policy​

In edit mode, add or remove agents tied to the policy.

Use this to:

  • Limit policy scope to the right teams
  • Avoid applying one workload model to every agent
  • Tune rollout incrementally

Set inbox-level workload limits​

You can define max concurrent conversation limits per inbox in each policy.

  • Add inbox limit rows from the inbox selector
  • Set max conversation count for each inbox
  • Update or remove limits as volume changes

Use inbox limits for channels with very different arrival patterns.

Tip: Start with conservative limits and adjust weekly based on actual queue behavior.

📷 Image (optional): Workload limit policy with exclusion and inbox limits
Why: Clarifies the relationship between excluded labels, age threshold, assigned agents, and per-inbox workload limits.
File: docs/images/routing-rules-workload-limits-config.png
AI prompt: "Clean product documentation screenshot of OXVO Settings Assignment Workload Limits tab showing policy list and an open edit modal with exclusion rules (labels and age threshold), assigned agents table, and inbox workload limit rows; modern SaaS interface, neutral tones with primary accent, high readability, OXVO branding only, synthetic names and values, 1600x1000."