Current Behaviour
When using digital messaging in Genesys Cloud, agents can be configured with a utilisation value (for example, 5 concurrent interactions). However, when multiple contacts are waiting in queue, the first available agent may be assigned interactions up to their full utilisation limit before interactions are distributed to other available agents.
Example:
If five messaging interactions are waiting and an agent with a utilisation of five becomes available first, all five interactions can be assigned to that single agent, while other available agents remain idle.
Suggested Enhancement
Introduce an optional distribution method for messaging interactions that follows a more balanced or round-robin allocation approach.
With this method enabled, Genesys would distribute work evenly across available agents before assigning additional concurrent interactions. For example:
- Agent A receives interaction 1
- Agent B receives interaction 2
- Agent C receives interaction 3
- Agent D receives interaction 4
- Agent E receives interaction 5
Only once each available agent has reached one active interaction would the platform begin assigning a second interaction to agents, and so on until utilisation limits are reached.
Business Benefits
- Fairer workload distribution across agents
- Improved agent engagement and utilisation
- Reduced risk of individual agents becoming overloaded while others remain idle
- More consistent customer experience through balanced workload management
- Greater flexibility for organisations managing high-volume messaging channels such as WhatsApp, Web Messaging and SMS
Proposed Feature Add a configurable interaction distribution strategy within ACD settings, allowing administrators to choose between:
- Current utilisation-first behaviour
- Even distribution / round-robin utilisation
- Other workload-balancing options as required
This would give organisations greater control over how concurrent messaging interactions are allocated to agents based on their operating model.
#DigitalChannels#System/PlatformAdministration------------------------------
Gareth Wells
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