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 
 
 
 
 
 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. 
 
 Organization-Wide Configuration 
 
 Navigate to Admin → Contact Center → Utilization 
 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 
 
 
 
 
 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 
 
 
 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) 
 Click Save 
 
 
 
 User-Level Override 
 To set different utilization for a specific agent (e.g., a Lead Engineer or Super Agent): 
 
 Navigate to Admin → People & Permissions → People 
 Select the user 
 Click the ACD Utilization tab 
 Toggle Inherit from Organization to Off 
 Manually adjust capacity and interruption rules for this person 
 Click Save 
 
 
 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 
 
 
 
 
 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 
 
 
 
 
 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