Can I remove or add agents to my QueueMetrics-Live instances?

You are always free to change the number of agents in a QueueMetrics Live instance - the total flexibility is one of its big advantages compared to on-prem solutions.

If you want to add (or remove) agents to QueueMetrics-Live, it can often be done without any payment, by adjusting the expiry date of the instance so that the same amount of agent-days will be left.

For example, say that you have an instance that has two months left on it and currently has 10 agents; if you want to increase that to 20 agents, we will simply adjust the expiry date to one month from now and set it to 20 agents.

If you are on a recurring subscription, we will update the number of agents immediately and change the amount charged on the next recurring payment. It is possible that the credit card processor will ask you for authorization if the number of agents is increased over 15-20%.

The only limit is that you cannot have less than 5 agents per instance, so you can't reduce an instance to less than 5 agents.

Please be aware that, in case of reduction, you won't be able to generate reports that include data for a number of agents that is higher than your current limit.

For example, if you downsize from 20 to 10 agents, you will not be able to run a monthly report that includes all of the previous 20 agents. So we usually suggest to wait a bit of time after when you decommission an agent and when you downsize the instance, as not to affect your current reporting cycle.