Mobile Office

What is agent utilization?#

It's important to understand what agent utilization is and how your agent utilization settings affect the usage of Mobile Office by your users.

Under Admin > Routing > Utilization, admins can configure how many interactions (voice, email, chat, etc.) a user can handle simultaneously, this is called agent utilization. By default "Voice Capacity" is set to 1, so users don't get interrupted while having a call. More info on this can be found in the Genesys documentation.

Mobile Office implications#

Any interaction that is not wrapped up counts as an active interaction. Thus, if a user is taking calls through Mobile Office and not doing the wrap up work (for example while in the car), the interaction will remain open and count towards the Voice Capacity limit. If your users will take calls and not immediately do the wrap up, it is recommended to raise the "Voice Capacity" setting to for example 10.

Very important is that if you raise the "Voice Capacity" setting, you should enable "Auto off queue" under "Status settings" in the Mobile Office admin portal so that no calls are routed to this user during an active call. We recommend setting up routing so that other incoming calls can be diverted to another agent, queue or voicemail

Mobile Office does not support handling multiple calls simultaneously. When a new voice interaction is offered while the user is already on a call, they will have the option to either accept the incoming call (which will automatically disconnect the current call) or decline it. Mobile Office cannot manage two active calls at the same time.