Genesys Cloud
Increased agent utilization capacity

Announced on Effective date
2024-06-08 -

Administrators can now increase agent max utilization capacity from 25 to 50, aligning it with the organization’s maximum capacity. Previously, users encountered an error when attempting to set agent utilization above 25, despite the organizational limit being 50. This update removes that restriction, allowing administrators to fully leverage the organization’s capacity by setting agent utilization up to 50. This enhancement provides more flexibility and better resource management for your team.

Note: This change applies only when editing utilization for an agent. The Organization page already allows capacities up to 50.



Increased agent utilization capacity - Before Increased agent utilization capacity - After