Genesys Cloud - Main

Hi All

I'm looking for some advice.

We are hoping to trail omni-channel in our Contact Centre. We are very busy where we always have calls and messages queuing, I am wondering if anyone has done this and what would be the best way. Would it be to set everyone to only be able to take 1 message, or set a skill for messages so these are prioritised over calls? Any advice would be great!

Thanks

Shauna

#Omni-ChannelDesktop/UserInterface

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Shauna Gibson
Motability Operations
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Hey Shauna,

You might want to take a look at this Resource Center article on Agent Utilization. 

By default, an agent can handle at one time:

• • One call
  • Up to four chats
  • One email
  • One message
  • One callback

You can change the utilization for the entire org, or at the agent level. You can also change which interaction type is able to interrupt an interaction in progress.

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Jason Kleitz
Genesys - Employees
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