Source note · Omnichannel routing and channel capacity
In Genesys Cloud utilization, the 'Interrupted by' field on a media type's row lists the media types allowed to interrupt an interaction of that type; to alert an agent to a call while on a chat, Voice is added on the Chat row.
Checked 2026-09-30
if you want to alert an agent of an incoming call while they currently handle a chat, then on the Chat row, add Voice
- 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 · field 'Interrupted by'
Cite this note
APA
WarmTransfer. (2026, September 30). Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-gc-interrupted-by. WarmTransfer. https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-gc-interrupted-by
BibTeX
@misc{warmtransfer-claim-omnichannel-routing-concepts-gc-interrupted-by,
title = {Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-gc-interrupted-by},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-gc-interrupted-by},
note = {Source note omnichannel-routing-concepts-gc-interrupted-by, checked 2026-09-30}
}