Hello,
Following utilization settings are configured:
Voice
Max capacity: 1
Can be interrupted by: None
Callback
Max capacity: 1
Can be interrupted by: None
Include non-ACD conversations: YES
Scenario:
An Agent is busy with a Callback Interaction (callback previously created with a script, during an outbound campaign).
During this interaction, a new Voice Interaction is offered (possibly for a different campaign and from another queue).
We would like to accomplish that the Agent does NOT receive a new Voice/Callback Interaction when he/she is already handling an Voice/Callback Interaction.
I thought that the Utilization settings served that purpose?
This is what happens:
![active interactions]()
Callback in progress, and a new interaction is offered.
With this, a second problem arises: If the Agent does not respond to the new interaction, the system asks the Agent if she/he's eligible for Interactions, because the second Interaction is not answered within time.