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Configure session limits for multisession apps

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Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Feb 2025 - Jun 2025

Business value

Admins can configure a maximum number up to nine sessions that their customer service representatives can have open at one time.​ ​ Different industries, businesses, and even workforce management philosophies have unique best practices about the correct number of sessions their service representatives should work on concurrently. ​ ​ Session limit configuration provides your administrators with a systematic way to facilitate these best practices. ​

Feature details

The session limit feature lets administrators configure the maximum number of sessions for customer service representatives to use in Customer Service workspace.

Administrators can figure session limits between three and nine, with nine being the default and maximum setting. This configuration is available in the app settings for Customer Service workspace.

Note

Configuring the session limit allows you to lower the default, maximum-allowed number of sessions for service representatives to use. It doesn't provide the ability to allow for more sessions beyond the default number of nine sessions.