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  • 1.  Clarification on Manual Assignment Limits for Email Interactions

    Posted 06-03-2025 09:04
    No replies, thread closed.

    I would like to clarify the process of manually assigning waiting email interactions to agents.

    Specifically:

    • Is there any system-defined limit on how many email interactions a supervisor can manually assign to a particular agent?

    • What is the limit for the number of interactions an agent can accept via direct transfers

    To provide context: a supervisor has already manually transferred 20 interactions to one agent. Since the queue is set to auto-answer, the agent will automatically accept these interactions. My concern is, if additional interactions get assigned to the same agent, will the system prevent further assignments once a certain limit is reached? Or will it continue to assign interactions regardless of the agent's current workload?

    Thanks


    #Reporting/Analytics
    #Routing(ACD/IVR)
    #System Administration

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    Haridass Sarangan
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  • 2.  RE: Clarification on Manual Assignment Limits for Email Interactions

    Posted 06-03-2025 15:54
    No replies, thread closed.

    Hello Haridass,

    I believe that once the agent has hit their max utilization, they should not be eligible for more interactions to be assigned to them. You can configure this at the organization level or the agent level as well.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Clarification on Manual Assignment Limits for Email Interactions

    Posted 06-04-2025 04:02
    No replies, thread closed.

    Hi Jason Kleitz,

    Direct Transfer to agent will not include in utilization limit is there in document.

    Its not including as per the doc mentioned.

    But i want to confirm there are 100 email interaction waiting in queue.

    Supervisor needs to transfer those to agent1 so Is there a limit on that .

    Like supervisor can manually assign only xx number of interaction to an agent

    Agent can only be assigned xx number of interaction manually.



    ------------------------------
    Haridass Sarangan
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    Original Message


  • 4.  RE: Clarification on Manual Assignment Limits for Email Interactions
    Best Answer

    Posted 06-04-2025 09:28
    No replies, thread closed.

    Hello Haridass,

    My apologies. I must have skimmed over that section and missed that. It looks like the cap per interaction type at the agent level is 50.

    From https://help.mypurecloud.com/articles/configure-agent-utilization-at-the-agent-level/#:~:text=The%20maximum%20capacity%20for%20each%20interaction%20type%20is%2050

    • The maximum capacity for each interaction type is 50.


    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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