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?

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

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?