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Try something like this:
Call - 10% - Max Assign 1
Callback - 10% Max Assign 1
Email - 40% Max Assign 2
Generic 40% Max Assign 2This way if your agent has any combination of 2 email/generic, they don't have room for another (120% required utilization) and they still have a remaining 20% utilization to take the other 2 types of interactions (call/callback).
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Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.