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  • 1.  Agent utilization per queue or per agent ??

    Posted 12-19-2018 12:11
    No replies, thread closed.
    Hi team,

    I want to know if possible to configure agent utilization per queue or per agent, I believe it is possible but on the entire Org

    Our customer want to apply simultaneous voice calls (two calls) only for one queue and not for all queues

    Please let me know if this is supported on Purecloud ?

    Thank you in advance.
    #SystemAdministration
    #Telephony
    #Unsure/Other


  • 2.  RE: Agent utilization per queue or per agent ??

    Posted 12-19-2018 12:19
    No replies, thread closed.
    No, that is not a feature of PureCloud.

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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
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  • 3.  RE: Agent utilization per queue or per agent ??

    Posted 12-20-2018 03:49
    No replies, thread closed.
    Thank you George

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    Oudderhem Mostafa
    Coverage-Communication
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    Original Message


  • 4.  RE: Agent utilization per queue or per agent ??

    Posted 12-20-2018 18:30
    No replies, thread closed.
    Agree with you on this one @Mostafa Oudderhem, i did submit an idea to the lab if it could be set from a campaign level. But you make a great point even if its agent level. The unfortunate thing was I ran out votes and couldnt vote for my own idea 

    https://purecloud.ideas.aha.io/ideas/CLOUT-I-152​

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    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
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    Original Message


  • 5.  RE: Agent utilization per queue or per agent ??

    Posted 12-21-2018 06:28
    No replies, thread closed.
    This is the idea that is tracking the ability to configure agent utilization. At this time, we are planning to offer utilization at the agent level. We will not plan to offer it at the queue level. Please vote/comment on the idea if you have feedback.

    https://purecloud.ideas.aha.io/ideas/CLINB-I-122



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    Lucie DeCristofaro
    Genesys - Employees
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