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  • 1.  I would like to have different Utilization settings on each of my Queues. Is that possible? It looks like Utilization might be a global setting?

    Posted 10-28-2016 19:50
    No replies, thread closed.

     Is that possible? It looks like Utilization might be a global setting?



  • 2.  RE: I would like to have different Utilization settings on each of my Queues. Is that possible? It looks like Utilization might be a global setting?

    Posted 11-01-2016 14:50
    No replies, thread closed.

    It looks to me like it's a universal setting right now that is for all queues.  I agree that it'd be really helpful if it was specific per queue.  There's a lesson showing it a little here: https://university.inin.com/Content/PureCloud/Engage/ACD/AgentUtilization/story.html



  • 3.  RE: I would like to have different Utilization settings on each of my Queues. Is that possible? It looks like Utilization might be a global setting?

    Posted 11-02-2016 17:37
    No replies, thread closed.

    Thanks Shanti! I didn't know we had a lesson about agent utilization. I found some information about it on the Resource Center about it as well. https://help.mypurecloud.com/articles/utilization/



  • 4.  RE: I would like to have different Utilization settings on each of my Queues. Is that possible? It looks like Utilization might be a global setting?

    Posted 11-10-2016 08:02
    No replies, thread closed.

    @Shanti Lall and @George Ganahl  - correct. the current utilization settings are for the entire org. We plan to be more granular in the future and offer these settings on a per-queue basis. 



  • 5.  RE: I would like to have different Utilization settings on each of my Queues. Is that possible? It looks like Utilization might be a global setting?

    Posted 06-09-2021 16:34
    No replies, thread closed.
    Hi George, Did you ever find a resolution for this? I see you posted it a while ago- we are going through the same issue of conflicting utilization requirements between business lines. We are just in discovery prior to implementation and trying to make a plan. Thanks!

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    Naila Duffy
    AAA Washington
    ------------------------------



  • 6.  RE: I would like to have different Utilization settings on each of my Queues. Is that possible? It looks like Utilization might be a global setting?

    Posted 06-09-2021 22:10
    No replies, thread closed.
    Utilization can be done at the ORG level under Contact Center or by Agent in the Utilization tab of the agent setup.  Put an idea on the AHA site if there is not one already to specify by Queue.  In the meantime, you could use utilization along with skills to accomplish what you want.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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