FAQs: Utilization

You can configure inactive conversations to either be automatically disconnected or to be routed back to a messaging flow. A conversation is said to be inactive when either the agent or the customer stops interacting during the conversation. You can define the period of inactivity and how the inactive conversation must be handled from the queue configuration page. For more information, see Create and configure queues. For more information, see Disconnect or reroute inactive messaging conversations.

Suppose that you configure utilization to allow voice interactions to interrupt chats. If an agent is handling one or more chats and receives a call, then the agent receives an alert. When the agent answers the call, the chats remain active, and for the purposes of analytics, the “hold” time counts toward handle time calculations. The caller and agent can continue to send chat messages even while the agent is on the call. 

The maximum capacity for each interaction type is 25.

If you check the Count non-ACD calls in utilization capacity check box, Genesys Cloud factors in the internal calls between agents for calculation of agent capacity. Therefore, if the voice capacity is set to one call, and an agent is on a non-ACD call, Genesys Cloud does not route the incoming ACD call to the agent as the capacity has been reached. However, if the voice capacity is set to two, the ACD call can still interrupt the non-ACD call. For more information, see Block calls when on a non-ACD call (excludes transfers).

Setting the voice maximum capacity higher than one is not a best practice, but is a requirement for some organizations. In that scenario, if an agent is already on a call and another call comes in, then the agent receives a pop notification alert and has time to notify the first caller that they must hold. When the agent answers the second call, Genesys Cloud automatically puts the first call on hold.