Multi-Delegate & Team Management
Delegates in your team share the same room's queue; the first available delegate instantly attends to the incoming visitor. Roles and limits managed from a single panel.
A single delegate cannot handle peak hours; making every visitor wait means missed opportunities. Bitenta's multi-delegate support brings your team together around a single queue: delegates assigned to the same room see incoming visitors together, and the first available one attends to them. Assignment is done atomically at the database level — a visitor is connected to only one delegate, preventing conflicts. Admin and delegate roles have clearly defined permissions; each delegate sees only the queues of rooms they are assigned to. The number of delegates is determined by your plan and automatically enforced across the organization. Performance is reported on a per-delegate basis: number of meetings, duration, and satisfaction score.
Step by step
Add Delegate
Create delegate accounts from the panel and assign them to rooms.
Share Queue
Delegates assigned to the same room see the same queue together.
First Available Attends
Incoming visitor is taken by the suitable delegate; assignment is race-condition safe.
Shared Queue: First Available Delegate Attends to Incoming Visitor
In Bitenta, all delegates assigned to a room see the same visitor queue together. When a visitor enters the queue, the first available delegate attends to them; no one waits saying 'not my customer'. The assignment process is done atomically at the database level: the visitor is connected to only one delegate if they are still in the 'waiting' state, and the second acceptance is safely rejected even if two delegates try to accept simultaneously. This prevents issues like double connections, conflicts, or 'two delegates on the same person' during peak hours; as the team grows, capacity increases linearly.
Roles, Room-Based Assignment, and Plan Limits from a Single Panel
Team management is built on two clear roles: Admin manages the organization, rooms, delegates, and settings; Delegate sees only the queues of assigned rooms and conducts meetings. Assigning delegates to specific rooms narrows their scope of authority — sales, support, and technical teams work without interference. The number of delegates is determined by your plan and automatically enforced across the organization; no new delegates can be added until the plan is upgraded when the limit is reached. Each delegate's number of meetings, total duration, and average satisfaction score are reported separately, allowing you to compare team performance at a glance.
What you can do with this feature
Shared Queue
Multiple delegates see the same room's queue together.
Race-Condition Safe
Same visitor is connected to a single delegate via atomic assignment.
Admin & Delegate Roles
Permissions are clearly defined by role.
Room-Based Assignment
Delegate sees only the queues of assigned rooms.
Delegate Report
Number of meetings, duration, and score reported per delegate.
Status Management
Flow control with Online/Busy/Offline statuses.
Plan Limits
Number of delegates determined by plan, automatically enforced.
Single Panel
Entire team managed from a single management panel.
Frequently asked questions
Can multiple delegates look at the same queue?
Yes. Delegates assigned to the same room see the same queue together; the first available delegate attends to the incoming visitor. The number of simultaneous delegates is determined by your plan.
What happens if two delegates accept the same visitor at the same time?
It doesn't happen. The acceptance process is done atomically at the database level: the visitor is assigned to only one delegate if they are still in the 'waiting' state. The second acceptance is safely rejected; no double connections occur.
What roles are there?
There are two main roles: Admin (administrator) and Delegate (agent). Admin manages the organization, rooms, delegates, and settings; delegate sees only the queues of assigned rooms and conducts meetings.
Which queues does a delegate see?
Only the queues of the rooms they are assigned to. You assign delegates to specific rooms; visitors from other rooms do not fall to that delegate. This way, sales, support, and technical teams do not mix.
How many delegates can I add?
The number of delegates is determined by your plan. The limit is automatically enforced across the organization; no new delegates can be added until the plan is upgraded when the limit is reached.
Can I see delegate performance?
Yes. Each delegate's number of meetings, total duration, and average satisfaction score are reported separately; you can compare team performance at a glance.