Utilization can be done at the ORG level under Contact Center or by Agent in the Utilization tab of the agent setup. Put an idea on the AHA site if there is not one already to specify by Queue. In the meantime, you could use utilization along with skills to accomplish what you want.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.comhttps://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 06-09-2021 16:34
From: Naila Duffy
Subject: I would like to have different Utilization settings on each of my Queues. Is that possible? It looks like Utilization might be a global setting?
Hi George, Did you ever find a resolution for this? I see you posted it a while ago- we are going through the same issue of conflicting utilization requirements between business lines. We are just in discovery prior to implementation and trying to make a plan. Thanks!
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Naila Duffy
AAA Washington
Original Message:
Sent: 10-28-2016 15:50
From: George Ganahl
Subject: I would like to have different Utilization settings on each of my Queues. Is that possible? It looks like Utilization might be a global setting?
Is that possible? It looks like Utilization might be a global setting?