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Chat Utilization

  • 1.  Chat Utilization

    Posted 02-09-2023 09:32

    We currently have chats setup for a maximum of 4 per Agent. Our problem is these chats are evenly distributed so sometimes an Agent can get 2 chats while others might not have any at all. Would be work to just set the chats for a maximum of 1? What would happen if everyone is on a chat and another one comes in? Or is there something in the routing that should be changed instead?


    #ConversationalAI(Bots,AgentAssist,etc.)
    #Routing(ACD/IVR)
    #SystemAdministration

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    Slade Benda
    Mayo Employees Federal Credit Union
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  • 2.  RE: Chat Utilization
    Best Answer

    GENESYS
    Posted 02-10-2023 08:07

    Slade - routing and utilization work hand-in-hand so that interactions are distributed across the contact center floor.  Typically this is done based on agent availability and as such if you have some agents taking longer than others on their interactions you could see an uneven distribution with agents who are finishing up their work more quickly.  

    In your example - if utilization is set to 4 for chat for each agent - and assuming you have chats set to interrupt other media - i would expect the first chat in to go to agent A, the second to agent B, and so on and on the 5th chat - it would go back to agent A again...assuming all chats came in quickly and those that were connected ran for a while, once all the agents had 4 chats - the next chat would queue up.  As soon as one chat was finished (by any of those agents), the waiting chat would be connected.  We wouldn't wait for agent A to come back around to be 'first' again - its not round robin in that way.

    How are your interrupt settings currently defined?  Can a chat interrupt a call or an email?  (If the agent were connected to one of those and chats were not set to interrupt, the chat may not make it to the agent until they are completely free from other interactions.)

    Take a look through the resource center on our utilization info - it should help clarifiy.



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    Chris Bohlin
    Product Manager - PureCloud
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  • 3.  RE: Chat Utilization

    Posted 02-12-2023 17:42

    Hi @Chris Bohlin 

    We notice this behaviour for web messaging as well where it doesn't distribute evenly.

    For example, we have 5 agents in the message queue and they all have their utilisation set to 3 messages at a time.

    As messages come through,  what we experience is that Agent A will get the first 3 messages whilst Agent B through E don't get anything until the 4 message.

    When we raised this behaviour through Genesys support thinking this wasn't working properly - they told us the system is working as designed and the only way to stop this behaviour was to reduce the amount of concurrent messages.

    It would be great if the workload could be more evenly distributed.



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    Jeff
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  • 4.  RE: Chat Utilization

    GENESYS
    Posted 02-13-2023 08:48

    Thanks, Jeff - this is news to me but let me check with the Web Messaging PM.



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    Chris Bohlin
    Product Manager - PureCloud
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  • 5.  RE: Chat Utilization

    GENESYS
    Posted 02-13-2023 09:30

    Slade/Jeff - I spoke to the PM lead for web messaging and this is not an expected outcome.  I'd like to ask that you both open tickets with care with detailed examples.   Here is some of the info needed?

    • Region
    • OrgID
    • AgentID(s)
    • ConversationId(s)

    If you could list the order of the conversations and which agentID received which - that would help care track this down.

    Thanks

    Chris



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    Chris Bohlin
    Product Manager - PureCloud
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  • 6.  RE: Chat Utilization