Genesys Cloud enables administrators to configure utilization settings at the individual agent level to define the specific number of concurrent interactions an agent can handle across supported media types including calls, emails, and chats. Agent-level utilization settings override organization-level defaults and require Routing > Utilization – Manage and View permissions, with configuration accessed through Menu > Digital and Telephony > Interaction Assets > Utilization on the Agent tab. For each media type, administrators can specify the channel name or label, which incoming interaction types can interrupt ongoing interactions, and capacity limits up to a maximum of 50 interactions per type. For messaging conversations, administrators can optionally set Maximum Weight Capacity to define the total weight of all messages an agent can handle, with each active messaging interaction starting at a default weight of 1; new interactions are assigned only if the current total weight remains below the specified capacity. Utilization labels categorize incoming interactions and configure agent-level utilization accordingly. The platform supports interrupt configuration to visually alert agents of other interactions, with hold time analytics emitted when one interaction interrupts another. By default, Genesys Cloud excludes non-ACD calls from overall ACD utilization counts as they are internal rather than ACD-routed calls. Agents can revert to organization-level default settings if individual configuration is not required. Genesys Cloud provides a feedback submission interface that allows users to report issues or provide suggestions about documentation and support content. The feedback mechanism includes options to indicate whether an article was helpful, specify reasons for feedback such as inaccurate or outdated information, identify the user's role, and submit contact information. Users must acknowledge the Genesys Cloud privacy policy before submitting feedback. Related documentation topics include people and permissions management, contact center operations, agent utilization configuration at the organizational level, user configuration data editing, web chat to web messaging migration procedures, utilization label creation, and WebRTC settings configuration. Users can also access community support for further assistance with unresolved questions.