We have a scenario where when a Genesys agent is on call (initiated by chat conversation API) then the agent is still able to receive other calls requests (still of chat type, initiated by chat conversation API). This is not desirable behavior for us. Is there any way to disable that through configuration or through API calls? What is the recommended way?
Hello,
The Maximum Capacity for your Chat Media is probably set to a value of 2 or above, in your Agent Utilization configuration.
"Agent utilization indicates the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent. Interactions include voice (calls), chats, emails, messages, and callbacks."
Agent utilization is configurable at the organization and at the agent level.
For more information, see Configure utilization at the org level and Configure utilization at the agent level.
I would suggest to raise this type of questions on the Genesys Cloud Community Forum which is a better fit as it is focused on Platform features and configuration.
Regards,
Thank you very much for your response! Will work with your suggestions!
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