Genesys Cloud - Main

Hi!  

Currently we are set up where, if an agent is on a Web Message (Chat) and a call comes in, it will route to the agent even though they are busy.  Are we able to change this configuration so that a call will only come to them if they are completely available (no chats happening)?  If so, where is this set up.  For the life of me, I can't find where is set.  

I think I found it under Utilization.  Does this mean it is set up that nothing should cut in if on a Web Message?

Hi!  

Currently we are set up where, if an agent is on a Web Message (Chat) and a call comes in, it will route to the agent even though they are busy.  Are we able to change this configuration so that a call will only come to them if they are completely available (no chats happening)?  If so, where is this set up.  For the life of me, I can't find where is set.  

Hello Gina,

That is correct. When setting up the organization / agent utilization, if there is nothing in the Interrupted By section, that channel will disrupt it.

I think I found it under Utilization.  Does this mean it is set up that nothing should cut in if on a Web Message?

Hi!  

Currently we are set up where, if an agent is on a Web Message (Chat) and a call comes in, it will route to the agent even though they are busy.  Are we able to change this configuration so that a call will only come to them if they are completely available (no chats happening)?  If so, where is this set up.  For the life of me, I can't find where is set.  

Hi @Jason Kleitz  I'm not sure I am understanding your answer correctly.  You state "if there is nothing in the Interrupted By section, that channel will disrupt it."  I want it so nothing will interrupt if someone is on a Web Message.  I only want the agent to get a call if they are not busy with any type of interaction.  How do I make that happen?

Hello Gina,

That is correct. When setting up the organization / agent utilization, if there is nothing in the Interrupted By section, that channel will disrupt it.

I think I found it under Utilization.  Does this mean it is set up that nothing should cut in if on a Web Message?

Hi!  

Currently we are set up where, if an agent is on a Web Message (Chat) and a call comes in, it will route to the agent even though they are busy.  Are we able to change this configuration so that a call will only come to them if they are completely available (no chats happening)?  If so, where is this set up.  For the life of me, I can't find where is set.