Configure utilization at the org level

Publisher

Genesys

URL

https://help.genesys.cloud/articles/configure-utilization-at-the-org-level/

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

• 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. in context
• 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. in context
• The Genesys Cloud org-level utilization article states that the maximum capacity for each interaction type is 25. disputed in context
• Genesys warns that voice capacity must never be set higher than Inbound Max Voice Calls, because doing so causes platform instability. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Configure utilization at the org level. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-utilization-org-level

BibTeX

@misc{warmtransfer-genesys-help-utilization-org-level,
  title  = {Configure utilization at the org level},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-utilization-org-level},
  note   = {Genesys, accessed 2026-09-30}
}