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  • 1.  Agent Utilization

    Posted 08-04-2021 12:25
    All - 

    In our organization, we have configured Agents to handle 2 chats at a time, the issue which is happening is as below:

    Agent 1 is ideal for 10 mins and Agent 2 is ideal for 5 mins.
    First chat came in and routed to Agent 1 which makes sense.. Now Agent 1 in interacting and Agent 2 is still ideal say for 6 mins now.
    Second chat came in and it also routed to Agent 1.

    As per Genesys, below is the reason:

    Routing considers Agent utilization and go with FIFO (First In, First Out). So if agent A is not fully utilized with chats they will get chats until they are fully utilized then agent B and so on. example. Agent A, two chats and Agent B, two chats.

    My question is :

    1. Is the above statement true ?
    2. Can it be changed so that all Agents get 1 chat, and then once all Agent have 1 chat, it starts assigning the 2nd chat in order to fully utilize the available Agents ?


    #Routing(ACD/IVR)

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    Thanks,
    Anurag Gusain
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  • 2.  RE: Agent Utilization

    GENESYS
    Posted 05-18-2023 07:13

    Hi Anurag,

    Yes, the statement is correct.
    I'm not sure if changing this configuration is possible because, in short, what the routing is doing is to take agent A who got the chat first and fully utilize his/her time with as many chats as set in the utilization, while others are available/idle to answer other types of media. If this is an issue, you can also consider setting new criteria to the "interrupt by" section, so that more agents can be taking the chat and other media types at the same time.  

    Best regards,



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    Israel Borges
    Genesys - Employees
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