🔢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.

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.

Therefore, the lower the Utilization, % value set on Team/Inbox, the more dialogs can be automatically distributed to agents.