IntelliAssign accounts for the number of “active conversations” each active agent has been assigned and is currently handling, rather than just the total conversations assigned to the agent. This is done in order to determine which agents need to be assigned newer conversations and to balance the load across agents. 

An “active conversation” is defined as one that is pending reply on the agent or one that is pending reply on the customer for under a configurable amount of time (defaults to 5 minutes here).

Note: Only the admin will be able to see 'IntelliAssign' as an option in Settings.