Workforce Engagement Management

Hi team, 

Had an inquiry, have been trying to work with support but not much of an outcome. 

Have Utilization configure that when in workitem, it can be interrupted by a voice, callback, chat, email or message,  and specially, email being interrupted by Voice and Callback, but what the teams is seeing is that when an agent is on a email and a call gets in, and no other agent is available, the call gets about 3 minutes waiting to be assigned to that Agent. Is there a set up missing to make it more "inmediate" the assignment of this call?

#Routing

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Santiago Sanchez
Command Alkon
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Hi Jairo,

I would also post this question in the Cloud Main Community to reach a wider audience that maybe able to help

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Tracy
Genesys
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Original Message:
Sent: 04-16-2025 10:42
From: Jairo Sanchez
Subject: Utilization configuration

Hi team, 

Had an inquiry, have been trying to work with support but not much of an outcome. 

Have Utilization configure that when in workitem, it can be interrupted by a voice, callback, chat, email or message,  and specially, email being interrupted by Voice and Callback, but what the teams is seeing is that when an agent is on a email and a call gets in, and no other agent is available, the call gets about 3 minutes waiting to be assigned to that Agent. Is there a set up missing to make it more "inmediate" the assignment of this call?

#Routing

------------------------------
Santiago Sanchez
Command Alkon
------------------------------