# Utilization

| Topic | Detail |
|---|---|
| Navigation | `Admin → Contact Center → Utilization` |
| Purpose | Controls how many simultaneous interactions an agent can handle and which channels can interrupt others |
| Levels | Organization-wide default + per-user override |

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## Overview

Utilization defines agent capacity — how many interaction "slots" an agent has per media type and what priority rules govern interruptions between channels. It prevents agents from being overwhelmed while ensuring high-priority interactions (like voice calls) are never missed.

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## Organization-Wide Configuration

1. Navigate to `Admin → Contact Center → Utilization`
2. Set **Maximum Capacity** per media type:

| Media Type | Typical Capacity |
|---|---|
| Voice | 1 (almost always) |
| Chat | 2–3 |
| Email | 4–5 |
| Message | 2–3 |
| Callback | 1 |

3. Configure **Can be interrupted by** checkboxes — defines which channels can interrupt an active interaction
   - Example: If an agent is working on an Email, can a Voice call interrupt? If checked, the agent sees the incoming call alert while the email draft stays open
4. **Block calls when on a non-ACD call** — prevents ACD queue calls from reaching an agent who is already on an internal/personal call (Busy-on-Busy logic)
5. Click **Save**

![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/jPNbxBblMmOydEmP-image.png)

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## User-Level Override

To set different utilization for a specific agent (e.g., a Lead Engineer or Super Agent):

1. Navigate to `Admin → People & Permissions → People`
2. Select the user
3. Click the **ACD Utilization** tab
4. Toggle **Inherit from Organization** to **Off**
5. Manually adjust capacity and interruption rules for this person
6. Click **Save**

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## Key Technical Rules

| Rule | Detail |
|---|---|
| Capacity | Number of simultaneous interaction slots per media type |
| Interruption | Priority override — defines if a new channel can interrupt an active one |
| Non-ACD Blocking | Busy-on-Busy for internal/direct calls vs. ACD queue calls |
| Alerting counts | An interaction counts toward utilization when it starts **Alerting (ringing)**, not when the agent answers |
| Voice interrupt | Voice is always a "hard" interrupt — takes precedence over all digital channels |
| Transfers | Non-ACD calls (transfers or direct dials) are excluded from utilization count unless "Block calls" is checked |

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## Summary

| Term | Meaning |
|---|---|
| Capacity | How many slots/sessions the agent has per channel |
| Interruption | Priority override logic between channels |
| Non-ACD Blocking | Busy-on-Busy for internal extensions vs. ACD lines |

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## Interview Cheat Sheet

| Question | Answer |
|---|---|
| Where is utilization configured? | `Admin → Contact Center → Utilization` |
| What are the two configuration levels? | Organization-wide default and per-user override |
| When does an interaction count toward utilization? | When it starts Alerting (ringing), not when answered |
| What does "Block calls when on a non-ACD call" do? | Prevents queue calls from reaching agents already on internal/personal calls |
| What is the typical voice capacity? | 1 — voice is almost always a single-slot media type |