Source note · Omnichannel routing and channel capacity
In Genesys Cloud, when one interaction interrupts another, hold time is emitted on the interrupted interaction to show how long the agent was utilized on another conversation.
Checked 2026-09-30
When one interaction interrupts another, hold time emits to indicate the amount of time that the agent was utilized on another conversation.
- Vendor
- Genesys
- Product
- Genesys Cloud
- Subsystem
- utilization
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-30
- Checked
- 2026-09-30
Sources
- Configure utilization at the org level — Genesys · tier 2 current vendor documentation · note following the field descriptions
Cite this note
APA
WarmTransfer. (2026, September 30). Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-gc-interrupt-hold. WarmTransfer. https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-gc-interrupt-hold
BibTeX
@misc{warmtransfer-claim-omnichannel-routing-concepts-gc-interrupt-hold,
title = {Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-gc-interrupt-hold},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-gc-interrupt-hold},
note = {Source note omnichannel-routing-concepts-gc-interrupt-hold, checked 2026-09-30}
}