Genesys Cloud - Main

Hi All,

Wondering if someone is able to tell me if there is a way to turn off chat concurrency from being a global setting?
We are wanting to exclude one of our queues from this...
#DigitalChannels

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Amy Clifton
Goodstart Early Learning Centres
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Amy, we are currently developing a new feature, 'agent-level utilization' which will enable you to define different concurrency levels per media type, per agent, to address this.  It does not add utilization at the queue-level, (we may consider that enhancement in the future), but this should at least allow you to define the concurrency for chats for agents who work the queue you are referring to and get you closer to your goal.

This is in development now and we're hoping to deliver it soon.

If you need more information, please feel free to reach out to me directly..chris.bohlin@genesys.com.

Thanks,
Chris

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Chris Bohlin
Product Manager - PureCloud
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