There are rare reasons to want to be able to take more than 1 call at a time...

Oh, interesting question. I'd love to know what those rare reasons are. Perhaps the agent is waiting on info from a colleague, has the customer on hold, and has bandwidth to take another call? (I'm such a call center novice, but... getting there, lol!)

Well, it'd be more for ACD calls - our front desk responsibilities rotate through a few people and I want them to be able to put someone on hold and answer another phone call.

Yes, you can set the voice utilization above 1, although it's not considered a best practice for most situations. Your situation sounds like one where it might be appropriate to set the utilization above 1.

These articles describe utilization in more detail:

• https://help.mypurecloud.com/articles/utilization/
• https://help.mypurecloud.com/articles/agent-utilization-faqs/

@Shanti Lall While it is possible to send 2 ACD calls to an agent at a time, it may require a little extra agent training. Purecloud does not audibly alert for the 2nd interaction, it only alerts via notifications. This may make it difficult for your agents to notice the 2nd interaction if they are often looking at another window or deeply engaged with their customer.

It is also important to know that  not answering the 2nd call in time will still set the agent to 'Not Responding'. This means unless they toggle their 'on-queue' status back they will not receive any more calls.

-Josh M.

Sr. Technical Analyst, PureCloud Customer Care