Agent utilization

Publisher

Genesys

URL

https://help.mypurecloud.com/articles/utilization/

Published

unknown

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Genesys Cloud Resource Center; copyright Genesys; no-redistribution; short excerpts and locators only

Source notes citing this source

• By default Genesys Cloud does not allow calls and callbacks to override each other. in context
• Genesys Cloud default utilization lets an agent handle one call, one email and one callback, and up to four chats, four messages and four workitems. in context
• 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. in context
• Genesys Cloud defines agent utilization as the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Agent utilization. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-agent-utilization-b

BibTeX

@misc{warmtransfer-genesys-help-agent-utilization-b,
  title  = {Agent utilization},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-agent-utilization-b},
  note   = {Genesys, accessed 2026-09-30}
}