Configure utilization at the org level

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Utilization defines the specific number of individual interactions; for example, calls, emails, and chats, that an agent can handle at any time across the various channel types. Also, utilization settings define which types of media can interrupt or visually alert the agents of other interactions they handle. You can define utilization at the organization level, or down to an individual agent level. You can also use utilization labels to define the category of an incoming interaction and to configure org-level utilization. For more information, see Overview of utilization labels.

To configure utilization, follow these steps:

1. Click Admin.
2. Under Contact Center, click Utilization.
3. Click Menu > Digital and Telephony > Interactions Assets > Utilization.
4. Click the Organization tab.
5. Configure the following limits for both channel and label individually.  
   
   Note: Genesys Cloud first checks the media-level utilization limits and only if that allows for further interactions, it checks for the label-level limit.
   
   
   • Name: Name of the channel/label type.
   • Interrupted by: The media/label of the incoming interaction that can interrupt an ongoing interaction. For example, if you want to alert an agent of an incoming call while they currently handle a chat, then on the Chat row, add Voice.
     Note: For analytics purposes, when one interaction interrupts another, hold time emits to indicate the amount of time that the agent was utilized on another conversation. Also, the order in which you add interaction types does not indicate the priority of one type over another.
   • Capacity: The maximum capacity of ACD conversations allowed per agent of this media/label. You can edit the capacity settings of labels from here.
   • Inbound Max Voice Calls: The maximum of voice calls allowed per agent. This includes both ACD and non-ACD calls.
   • Action: The interruptibility and maximum number of conversations that can interrupt an ongoing conversation of the specified type.
6. Click Save.

Block calls when on a non-ACD call (excludes transfers)

To prevent agents from being alerted for any incoming ACD interactions when they are currently involved in a non-ACD interaction, do the following:

1. Click Admin.
2. Under Contact Center, click Utilization.
3. Click Menu > Digital and Telephony > Interactions Assets > Utilization. 
4. In the Organization tab, on the Include Non-ACD column, select the Count non-ACD calls in utilization capacity check box. 
5. Set the voice interaction capacity to 1. 
   
   Note: If the voice interaction capacity is set to two, the ACD voice interaction is still routed to the agent.

Consider the following scenarios for Agent A, who is on-queue:

Block non-ACD calls when on an ACD call

Use the following configuration to block incoming non-ACD conversations while agents are engaged in an ACD conversation.

1. Click Admin.
2. Under Contact Center, click Utilization.
3. Click Menu > Digital and Telephony > Interactions Assets > Utilization. 
4. In the Organization tab, on the Voice row, click the edit icon.
5. Edit the Inbound Max Voice Calls column and enter the total number of calls that an agent can receive. The total number of calls includes both ACD and non-ACD calls. 
6. To undo all changes and revert to Genesys Cloud default settings, click Reset to Default. To know the default values, see Agent utilization.

The following table outlines common use case scenarios and the configuration that you can set to achieve the desired results: