Source record · tier 2 current vendor documentation

Agent utilization

Publisher: Genesys
URL: https://help.genesys.cloud/articles/utilization/
Published: unknown
Updated: unknown
Accessed: 2026-09-24
HTTP status: 200
License: Copyright Genesys; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

Genesys recommends not letting calls and callbacks interrupt each other, because doing so can lengthen wait times for customers who chose a callback. in context
By default, an agent can handle at the same time one voice call, one callback, one email, up to four chats, up to four messages and up to four workitems. in context
Non-ACD calls are not counted toward overall ACD utilization. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Agent utilization. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-agent-utilization

BibTeX

@misc{warmtransfer-genesys-help-agent-utilization,
  title  = {Agent utilization},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-agent-utilization},
  note   = {Genesys, accessed 2026-09-24}
}