Agent utilization indicates the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent. Interactions include voice (calls), chats, emails, messages, and callbacks. By default, an agent can handle at one time:
- One call
- Up to four chats
- One email
- One message
- One callback
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 Genesys Cloud can alert the agent to answer an incoming call. To ensure agents who are actively handling customer calls do not receive alerts for chats or other interaction types, do not allow interruptions to voice interactions. By default, Genesys Cloud allows interruptions to email. The system does not include non-ACD calls in the overall ACD utilization count because they are considered internal, not ACD calls.
Genesys Cloud 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.
Block calls when on a non-ACD call (excludes transfers)
In Genesys Cloud’s Admin menu, under Contact Center > Utilization, check this box to prevent agents from being alerted for incoming ACD interactions when they are currently involved in a non-ACD interaction.
Consider the following scenarios for Agent A, who is on-queue:
|Agent behavior||Incoming call||Result|
|Agent A is on a personal call.||An ACD call arrives in the queue.||
|Agent A is on an ACD call.||A personal, non-ACD call for Agent A routes to Agent A’s line.||