Add Utilization

Use the Add Utilization dialog box to add an interaction such as call, chat, email, callback, work item, or generic object. Agents can handle multiple interactions simultaneously and in any combination. Using the Agent Utilization feature, you can set how much of an agent's attention would be required for each of the interaction types as a percentage.

For example, if you set the chat utilization for an agent to 25%, it means that the agent can handle up to four chats simultaneously. If you set an event type to 100%, it means that the agent can handle only one such event at a time.

The percentages might vary from agent to agent based on their experience. Agents are available to the extent that the sum of the percentage utilization of all their current interactions is less than 100. For example, if an agent is configured so that phone calls are set to 100 percent, chats to 25 percent, and emails to 10 percent, then the agent could, at any given time, process one phone call, or four chats, or two chats, and five emails, or one chat and seven emails, and so forth.

Interaction

In the Interaction box, select an interaction.

Utilization %

In the Utilization % box, select the percentage to assign to the interaction. By default, the Utilization % is 100%.

Set the percent utilization for Calls to 51% or more when either or both of the following conditions apply:

• You have selected Auto answer for the agent.

• You have selected Exempt held interactions for the agent.

Under the above conditions and at less than 51% utilization, if an agent is on a call and another call comes in, the CIC clients put the first call on hold automatically and connects the incoming call.

Since calls on hold (held interactions) are exempt and do not count against the agent’s percent utilization, the CIC clients will continue putting active calls on hold automatically and connecting new calls to that agent.

Setting 51% or more utilization ensures that an agent handles only one call at a time. Setting it at 50% allows the CIC clients to assign two calls simultaneously to the agent, one active and one on hold (achievable by some agents).

Note: When you set call utilization to 50% or less and set the Max. Assign to 1, then only 1 call is allowed for the agent at a time.

Maximum assignable

In the Maximum assignable box, type the maximum number of interactions for this interaction type. By default, the value of Max. Assign is "1" for call interaction type. The default value of Max. Assign for all other interaction types is "0."

Note: The utilization settings that you assign at the user level override the utilization settings (including the specific interaction type) that you assign at the workgroup level.