Genesys Cloud - Main

We're getting instances of agents being given multiple voice interactions even though org settings have voice maximum capacity utilization set to 1.
Voice Org Settings:   maximum capacity = 1, Block calls when on a non-ACD call = checked, all agents use org settings

An agent was on a voice interaction that was a transfer from another queue.  While active with that interaction, another voice interaction was transferred from another queue and the same agent was prompted to accept it.  

Per the "Block calls..." checkbox, being a transfer shouldn't affect limiting agents to 1 voice interaction at a time as they were not on a non-ACD call.  

Why is this 2nd transfer call being offered to an agent who is on an active interaction?
#Routing(ACD/IVR)

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Greg von dem Bach
Alaska USA Federal Credit Union
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Hi Greg,

Are you sure the "2nd" call was a transfer to a queue the agent is in, and not someone transferring directly to that agent?  Do you see in the interaction timeline for that second call that it does show up in both queues?


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Vaun McCarthy
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The first call was a blind transfer to the queue.  Agent 1 did not respond so it went to Agent 2.  3 minutes later, the second call was blind transferred to the same queue and the system offered it to Agent 2, who was already working the first call.   Agent 2 dismissed it and the call was then assigned to another agent.

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Greg von dem Bach
Alaska USA Federal Credit Union
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Original Message:
Sent: 12-02-2021 14:40
From: Vaun McCarthy
Subject: Utilization max capacity

Hi Greg,

Are you sure the "2nd" call was a transfer to a queue the agent is in, and not someone transferring directly to that agent?  Do you see in the interaction timeline for that second call that it does show up in both queues?


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Vaun McCarthy
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All, please note that the 'Block Calls' checkbox excludes transfers.  As agents make any explicit decision to actively take an ACD interaction and transfer it, the system let's those interactions interrupt (ignoring utilization) to ensure the customer does not have to wait in queue again.

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Chris Bohlin
Product Manager - PureCloud
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Original Message:
Sent: 12-03-2021 13:00
From: Greg von dem Bach
Subject: Utilization max capacity

The first call was a blind transfer to the queue.  Agent 1 did not respond so it went to Agent 2.  3 minutes later, the second call was blind transferred to the same queue and the system offered it to Agent 2, who was already working the first call.   Agent 2 dismissed it and the call was then assigned to another agent.

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Greg von dem Bach
Alaska USA Federal Credit Union
------------------------------


Original Message:
Sent: 12-02-2021 14:40
From: Vaun McCarthy
Subject: Utilization max capacity

Hi Greg,

Are you sure the "2nd" call was a transfer to a queue the agent is in, and not someone transferring directly to that agent?  Do you see in the interaction timeline for that second call that it does show up in both queues?


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Vaun McCarthy

Hi Chris,

Per Genesys documentation:  "...check this box to prevent agents from being alerted for any incoming ACD interactions when they are currently involved in a non-ACD interaction."

The agent was on an ACD call (blind transfer to their queue) when the 2nd call was blind transferred to their queue. Both are ACD calls so they should not have been offered that 2nd call.  

Are you saying interactions that are blind transferred to another queue are no longer considered ACD interactions?



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Greg von dem Bach
Alaska USA Federal Credit Union
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Original Message:
Sent: 12-06-2021 08:21
From: Chris Bohlin
Subject: Utilization max capacity

All, please note that the 'Block Calls' checkbox excludes transfers.  As agents make any explicit decision to actively take an ACD interaction and transfer it, the system let's those interactions interrupt (ignoring utilization) to ensure the customer does not have to wait in queue again.

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------


Original Message:
Sent: 12-03-2021 13:00
From: Greg von dem Bach
Subject: Utilization max capacity

The first call was a blind transfer to the queue.  Agent 1 did not respond so it went to Agent 2.  3 minutes later, the second call was blind transferred to the same queue and the system offered it to Agent 2, who was already working the first call.   Agent 2 dismissed it and the call was then assigned to another agent.

------------------------------
Greg von dem Bach
Alaska USA Federal Credit Union


Original Message:
Sent: 12-02-2021 14:40
From: Vaun McCarthy
Subject: Utilization max capacity

Hi Greg,

Are you sure the "2nd" call was a transfer to a queue the agent is in, and not someone transferring directly to that agent?  Do you see in the interaction timeline for that second call that it does show up in both queues?


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Vaun McCarthy

Greg - if it was a blind transfer to a queue - I would have expected it to NOT interrupt.  However, if it was a blind or consult transfer from one agent to the next, I would expect it to interrupt (as the agent is making an explicit decision to transfer to another user directly.

You stated 'blind transfer to another queue' above - could you just confirm that and, if you confirm, open a ticket with care to investigate?

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Chris Bohlin
Product Manager - PureCloud
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Original Message:
Sent: 12-06-2021 15:35
From: Greg von dem Bach
Subject: Utilization max capacity

Hi Chris,

Per Genesys documentation:  "...check this box to prevent agents from being alerted for any incoming ACD interactions when they are currently involved in a non-ACD interaction."

The agent was on an ACD call (blind transfer to their queue) when the 2nd call was blind transferred to their queue. Both are ACD calls so they should not have been offered that 2nd call.

Are you saying interactions that are blind transferred to another queue are no longer considered ACD interactions?



------------------------------
Greg von dem Bach
Alaska USA Federal Credit Union
------------------------------


Original Message:
Sent: 12-06-2021 08:21
From: Chris Bohlin
Subject: Utilization max capacity

All, please note that the 'Block Calls' checkbox excludes transfers.  As agents make any explicit decision to actively take an ACD interaction and transfer it, the system let's those interactions interrupt (ignoring utilization) to ensure the customer does not have to wait in queue again.

------------------------------
Chris Bohlin
Product Manager - PureCloud


Original Message:
Sent: 12-03-2021 13:00
From: Greg von dem Bach
Subject: Utilization max capacity

The first call was a blind transfer to the queue.  Agent 1 did not respond so it went to Agent 2.  3 minutes later, the second call was blind transferred to the same queue and the system offered it to Agent 2, who was already working the first call.   Agent 2 dismissed it and the call was then assigned to another agent.

------------------------------
Greg von dem Bach
Alaska USA Federal Credit Union


Original Message:
Sent: 12-02-2021 14:40
From: Vaun McCarthy
Subject: Utilization max capacity

Hi Greg,

Are you sure the "2nd" call was a transfer to a queue the agent is in, and not someone transferring directly to that agent?  Do you see in the interaction timeline for that second call that it does show up in both queues?


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Vaun McCarthy