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 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. 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, 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.

Note: Because calls and callbacks are considered call interactions, we recommend that you do not 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 does not allow calls and callbacks to override each other.

Include non-ACD conversations in utilization

In PureCloud’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.
  • If the Include non-ACD conversations box is checked, the system does not alert Agent A of the new ACD call, even though the agent is currently on a personal, or non-ACD, call.
  • If the Include non-ACD conversations box is not checked, the system alerts Agent A of the call.
Agent A is on an ACD call. A personal, non-ACD call for Agent A routes to Agent A’s line.
  • Whether the Include non-ACD conversations box is checked or not, the system alerts Agent A of the call.