Agent utilization indicates the maximum number of concurrent interactions that PureCloud ACD can assign to an agent. Interactions include voice (calls), chats, emails, messages, callbacks, messages, and social media expressions. By default, an agent can handle at one time:
- One call
- Up to four chats
- One email
- One message
- One callback
- One social expression
Agent utilization is configurable at the organization level. An administrator can specify the maximum number of interactions that agents handle simultaneously for each interaction type. Administrators can also designate the interaction types that can interrupt, or alert, agents who handle other interaction types. For example, if an agent is working on an email, then PureCloud can alert the agent to answer an incoming call. If you do not want agents who are actively handling customer calls to receive alerts for chats or other interaction types, do not allow voice interactions to be interrupted. By default, PureCloud allows interruptions to email and social expressions. Administrators can also include both ACD and non-ACD calls when considering maximum capacity.
PureCloud treats preview calls as callbacks for utilization purposes. For example, to eliminate disruption to agents who are working on outbound preview calls, limit the number of callbacks agents handle at the same time and the media types that interrupt callback interactions.