Source note · Genesys Cloud CX routing and Architect flows
Non-ACD calls are not counted toward overall ACD utilization.
Checked 2026-09-24
The system does not include non-ACD calls in the overall ACD utilization count because they are considered internal, not ACD calls.
- Vendor
- Genesys
- Product
- Genesys Cloud CX
- Subsystem
- utilization
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-24
- Checked
- 2026-09-24
Sources
- Agent utilization — Genesys · tier 2 current vendor documentation · Agent utilization: non-ACD interactions note
Cite this note
APA
WarmTransfer. (2026, September 24). Genesys Cloud CX routing and Architect flows: source note genesys-cloud-routing-utilization-non-acd. WarmTransfer. https://warmtransfer.net/knowledge/claims/genesys-cloud-routing-utilization-non-acd
BibTeX
@misc{warmtransfer-claim-genesys-cloud-routing-utilization-non-acd,
title = {Genesys Cloud CX routing and Architect flows: source note genesys-cloud-routing-utilization-non-acd},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/genesys-cloud-routing-utilization-non-acd},
note = {Source note genesys-cloud-routing-utilization-non-acd, checked 2026-09-24}
}