Configure dynamic utilization

Dynamic agent utilization is configured at the queue level and works with existing messaging inactivity handling.

1. Click Menu.
2. Under User Management, click Queues.
3. Create or edit a queue.
4. Click the Messages tab.
5. Under Dynamic utilization, select Dynamic utilization.
6. Click Configure utilization rules.
7. Configure one or more weight reduction rules by specifying:
   
   • The inactivity interval.
   • The percentage by which the interaction weight is reduced after that interval.
     Note: Each rule replaces the previous weight, always as a percentage of the original base weight so it might be useful to mention this to avoid any confusion.
8. Save the queue.

You can configure up to five weight reduction rules for each queue. Weight reduction occurs progressively as customer inactivity increases. It is not necessary to configure a rule that reduces interaction weight to zero.