I'm not seeing any obvious way to find out an agent's current utilization from a handler - can anyone provide a clue as to where that might be derived from?

Are you looking at a queue level what the agent's utilization is at for Calls, chats, emails, etc? To the best of my knowledge this information is not available in handlers. The ACD server subsystem keeps track of all of this information and it doesn't seem to expose most of the behind the scenes info on what it's doing to IP so you might be out of luck.

Originally posted by MarkT;35369
Are you looking at a queue level what the agent's utilization is at for Calls, chats, emails, etc? To the best of my knowledge this information is not available in handlers. The ACD server subsystem keeps track of all of this information and it doesn't seem to expose most of the behind the scenes info on what it's doing to IP so you might be out of luck.

Thanks Mark, that's our thinking as well.