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The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)
The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)
A . The maximum capacity that an agent may handle simultaneously for each supported media type
B . The after call work time for each media type
C . The length of time that an agent may spend on each media type
D . The number of different media types that an agent may handle simultaneously
E . The media types that can interrupt current interactions that an agent is handling
Answer: A,D,E
Explanation:
Reference: https://help.mypurecloud.com/articles/utilization/
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Explanation: An administrator can specify the maximum number of interactions that agents handle simultaneously for each interaction type.
Administrators can also designate the interaction types that can interrupt, or alert, agents who handle other interaction types. For example, if an agent is working on an email, then Genesys Cloud can alert the agent to answer an incoming call. To ensure agents who are actively handling customer calls do not receive alerts for chats or other interaction types, do not allow interruptions to voice interactions.
By default, Genesys Cloud allows interruptions to email. The system does not include non-ACD calls in the overall ACD utilization count because they are considered internal, not ACD calls.
Genesys Cloud treats preview calls as callbacks for utilization purposes. For example, to eliminate disruption to agents who are working on outbound preview calls, limit the number of callbacks agents handle at the same time and the media types that interrupt callback interactions.
Reference: https://help.mypurecloud.com/articles/utilization/