• 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 channel types. Also, utilization settings define which types of media can interrupt or visually alert the agents of other interactions 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 org-level utilization. For more information, see Overview of utilization labels.

  • The maximum capacity for each interaction type is 25.
  • By default, the organization settings apply to the individual agents unless you specifically override them at the agent-level settings. For more information, see Configure utilization at the agent level.

To configure utilization, follow these steps:

  1. Click Admin.
  2. Under Contact Center, click Utilization. The Manage Utilization dialog box appears.
  3. Click the Organization tab.
  4. Configure the following limits for both channel and label individually.  
    Note: Genesys Cloud first checks the media-level utilization limits and only if that allows for further interactions, it checks for the label-level limit.

    1. Name: Name of the channel/label type.
    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 Voice channel. 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.
  5. Click Save.