# Dialog utilization and an agent utilization calculation **Dialog utilization** is an indicator that shows how much a particular dialog utilizes an agent. You can use this indicator to calculate the agent's utilization and determine whether the agent's current utilization allows them to accept another dialog. The dialog utilization value is configured separately for a Team and an Inbox. {% embed url="" %} How an agent's current utilization is calculated: 1\. **Calculate the utilization of each agent's dialog:** * If a dialog is assigned to a team, then the utilization of this dialog = the Utilization value for this team * If a dialogue is not assigned to a team, then the utilization of this dialog = the Utilization value for an Inbox from which the dialog was received 2\. **Agent's current utilization = the sum of utilization for all agent dialogs.** Before assigning a dialog to an available suitable agent, the ACD ensures the agent's utilization value does not exceed 100% with the new dialog included. If it does, the dialog cannot be automatically assigned to that agent. {% hint style="info" %} Therefore, the lower the Utilization, % value set on Team/Inbox, the more dialogs can be automatically distributed to agents. {% endhint %} --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://help.novatalks.com.ua/en/get-started/faq/utilization.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.