Source note · Omnichannel routing and channel capacity
Genesys Cloud excludes non-ACD calls from the ACD utilization count by default, and an administrator can enable 'Count non-ACD calls in utilization capacity' to include them.
Checked 2026-09-30
- 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
- Agent utilization — Genesys · tier 2 current vendor documentation · paragraph on non-ACD calls
Cite this note
APA
WarmTransfer. (2026, September 30). Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-gc-non-acd. WarmTransfer. https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-gc-non-acd
BibTeX
@misc{warmtransfer-claim-omnichannel-routing-concepts-gc-non-acd,
title = {Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-gc-non-acd},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-gc-non-acd},
note = {Source note omnichannel-routing-concepts-gc-non-acd, checked 2026-09-30}
}