Agent utilization

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 with the appropriate role and permissions can specify the maximum number of interactions that agents can handle simultaneously for each interaction type and the interaction types that can interrupt those interaction types. Administrators can also include both ACD and non-ACD calls when considering maximum capacity. For example, your organization might want to allow a call to interrupt an agent who is already working on an email. By default, PureCloud allows interruptions to email and social expressions.

PureCloud treats preview calls as callbacks for utilization purposes. For example, to eliminate disruption to agents who are working on outbound preview calls, an administrator can limit the number of callbacks agents handle at the same time and the media types that interrupt callback interactions.

Note: Because calls and callbacks are both considered to be call interactions, we recommend that you do not configure utilization to allow these media types to interrupt each other. This configuration can cause longer than anticipated wait times for customers who choose a callback. By default, the system is set to not allow calls and callbacks to override each other.