The Utilization feature in Genesys Cloud is designed to manage an agent's concurrent interaction workload. Administrators can configure the maximum number of simultaneous interactions an agent can handle for each specific media type, such as calls, chats, or emails. The configuration also allows defining rules for interruptibility, specifying which media types can be offered to an agent who is already handling another interaction. By setting capacities across various media types, administrators effectively control the mix and number of different interaction types an agent can manage concurrently, ensuring a balanced workload.

B. The after call work time for each media type: This is incorrect. After Call Work (ACW) is a property configured at the individual queue level, not within the organization-wide Utilization settings.

C. The length of time that an agent may spend on each media type: This is incorrect. Interaction duration is managed through routing logic in Architect flows or Service Level Agreement (SLA) configurations, not by Utilization settings.

1. Genesys Cloud Resource Center, "Configure utilization settings."

This document explicitly details the configurable options for utilization. It states, "For each media type, you can configure the maximum number of interactions that an agent can handle at one time" (supports option A). It also describes the "Can be interrupted" setting, which allows "another interaction of a different media type to be offered to the agent" (supports option E). The combination of these settings inherently defines the agent's capacity to handle a mix of different media types simultaneously (supports option D).

2. Genesys Cloud Resource Center, "Queues activity view."

This document, in its description of queue metrics, references After Call Work (ACW) as a state following an interaction handled by a specific queue, confirming that ACW is a queue-level concept, not a global utilization setting (disproves option B).