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  • 1.  Clarification on Agent Utilization Scenarios

    Posted 05-02-2025 10:30
    No replies, thread closed.

    Hi Team,

    I would like to confirm a few points regarding the agent utilization behavior in specific scenarios:

    1. Agent Disconnects Interaction, New Interaction in Queue:

      • When Agent1 disconnects an interaction but has not completed the wrap-up, and there is another interaction waiting in the queue, the new interaction is not alerted to Agent1, as their utilization is still considered 1.

      • However, if Agent2 transfers an interaction to Agent1 (while Agent1 is in a disconnected but unwrapped state), Agent1 does receive the alert.

      • Question: Does agent utilization not apply during transfers to agents in this state?

    2. Transferred Interaction Followed by New ACD Alert:

      • If Agent1 is currently handling an interaction transferred from Agent2, they still receive alerts for new ACD calls.

      • Should we verify whether non-ACD calls are being counted toward utilization capacity in this case?

    Could you please confirm the expected behavior in these scenarios?


    #Reporting/Analytics
    #Routing(ACD/IVR)
    #SystemAdministration

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    Haridass Sarangan
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  • 2.  RE: Clarification on Agent Utilization Scenarios
    Best Answer

    Posted 05-02-2025 12:00
    No replies, thread closed.

    Direct transferred interactions are not counted into Utilization: "The system does not include non-ACD calls in the overall ACD utilization count because they are considered internal, not ACD calls."  - Agent utilization

    I hope this helps clarify



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Clarification on Agent Utilization Scenarios

    Posted 05-05-2025 22:10
    No replies, thread closed.

    Specifically for 1. the direct transfer to an agent instead of transferring to a queue takes the call out of ACD handling and makes it bypass Utilization...



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    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
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    Original Message


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