Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat...

To provide ramp-up time for junior agents handling fewer chat requests at a time, an administrator should create and assign a new Presence Status. This status would specifically allow junior agents to handle only two chat requests simultaneously, compared to the standard three. This setting tailors the workload according to the agent's capability, ensuring they are not overwhelmed, which helps in their gradual adaptation to the expected work pace.

References: https://help.salesforce.com/articleView?id=omnichannel_presence.htm