• Routing > Utilization Manage permission
  • Routing > Utilization View permission

Utilization defines the specific number of individual interactions; for example, calls, emails, and chats, that an agent can handle at any time across the various media types that the platform supports. Also, utilization settings define which types of media can interrupt or visually alert agents of other interactions that they handle. You can define utilization at the organization level, or down to an individual agent level. You can also use utilization labels to define the category of an incoming interaction and to configure agent-level utilization. For more information, see Overview of utilization labels.

  • The maximum capacity for each interaction type is 25.
  • Utilization settings for each agent use the organization-level defaults that the administrator defines in Admin > Contact Center > Utilization. This article describes how to configure these settings at an agent level. Agent level settings override organization level settings. For more information, see Configure utilization at the org level.

To configure utilization by agents, follow these steps:

  1. Click Admin.
  2. Under Contact Center, click Utilization.
  3. Click the Agent tab.
  4. Select the agent for which you want to configure utilization. The number of concurrent interactions that the agent can handle appears.
  5. To use the organization-settings for an individual agent, click
  6. For each media type,
    1. Name: Name of the channel/label
    2. Interrupted by: The media/label of the incoming interaction that can interrupt an ongoing interaction. For example, if you want to alert an agent of an incoming call while they currently handle a chat, then on the Chat row, add Voice.
      Note: For analytics purposes, when one interaction interrupts another, hold time emits to indicate the amount of time that the agent was utilized on another conversation. Also, the order in which you add interaction types does not indicate the priority of one type over another.
    3. Capacity: The maximum capacity allowed per agent of this media/label. You can edit the capacity settings of labels from here.
    4. Action: Applicable only to Channels. By default, Genesys Cloud does not include non-ACD calls in the overall ACD utilization count because they are internal, not ACD calls. To include them, check this box.
  7. Click Save.