Series: Web chat to web messaging migration guide

Update agent utilization for web chat to web messaging migration

Prerequisites
  • Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, or Genesys Cloud User 1 Digital Upgrade II
  • Web Deployments Configurations All permission
  • Web Deployments Deployments > All permission
  • An inbound messaging flow

When you migrate from web chat to web messaging, your agents answer different types of interactions. For both channels, Genesys Cloud offers administrators the option to define agent utilization at the organization level or at the agent level. These options determine how many interactions an agent handle, per media type.

Before you begin

Review the following articles:

Feature impact

Currently, messaging does not distinguish across message types. The system considers SMS, web messaging, open messaging, and all third-party channels as message interactions.

Steps to take

Ensure that you configure your agents to handle as many web messaging interactions as they already handle for chat messages. Set the maximum number of concurrent message interactions that Genesys Cloud assigns to an agent to the same number of interactions that you set for chats.