Overview of dynamic utilization

Dynamic agent utilization helps improve messaging agent productivity by reducing the workload impact of inactive messaging conversations. Rather than treating every active messaging conversation as full utilization, Genesys Cloud gradually reduces a conversation’s weight as it sits idle, waiting on the customer to respond. This allows agents to receive new messaging interactions while still maintaining inactive conversations, improving workload distribution without exceeding configured concurrency limits.

How dynamic agent utilization works

Dynamic agent utilization enhances the existing utilization configuration by introducing weights for each messaging interaction. Each messaging conversation starts with a weight of 1.0 and counts toward an agent’s messaging utilization capacity.

When the customer becomes inactive, the conversation’s weight gradually decreases based on administrator-defined rules. As the interaction weight decreases, the agent regains available utilization capacity and can receive additional messaging interactions.

For example, let’s consider an agent’s messaging utilization capacity (existing concurrency setting) to be six, and maximum weight capacity to be five; the agent has five messaging conversations.

• Three conversations remain active (customer responding) = weight of 1.0 each
• Two conversations have become inactive (no response from customer for last 10 minutes) = their weights have reduced to 0.5 each. 
• The agent’s current utilization is: 3 + 0.5 + 0.5 = 4

Since the agent’s utilization is now 4 out of 5, Genesys Cloud can assign one additional messaging interaction while the inactive conversations remain assigned to the agent. If the customer replies at any point, the interaction immediately becomes active again and its weight returns to the default base weight of 1.0.

If the configured inactivity timeout expires, the conversation is either disconnected or is routed back to the Architect flow.

What is customer inactivity

Customer inactivity begins only after an agent message is delivered to the customer and when the customer does not respond. After the configured inactivity interval, Genesys Cloud reduces the interaction weight for this inactive interaction. Customer inactivity ends immediately when the customer sends a response. The interaction weight returns to 1.0.

Agent inactivity does not trigger interaction weight reduction.

Configuring dynamic agent utilization

Configure the total number of interactions an agent can handle either at agent level or at the org level. If no agent-level value is configured, the organization-level value is used. Once you set the utilization level. set the dynamic weight reduction rules for each queue. If you do not configure dynamic utilization for messaging, Genesys Cloud continues to use the existing messaging utilization settings.