How can I prevent inactive conversations from increasing an agent’s utilization count?

You can configure inactive conversations to either be automatically disconnected or to be routed back to a messaging flow. A conversation is said to be inactive when either the agent or the customer stops interacting during the conversation. You can define the period of inactivity and how the inactive conversation must be handled from the queue configuration page. For more information, see Create and configure queues. For more information, see Disconnect or reroute inactive messaging conversations.