Create utilization labels

AI-generated summary

Genesys Cloud utilization labels enable administrators to categorize interactions and optimize agent workload management across contact centers. Label creation and deletion require the Routing > Utilization > Manage permission, while viewing requires Routing > Utilization > View permission. Administrators access the Labels tab through Admin > Contact Center > Utilization to create labels with unique names limited to and excluding whitespace and special characters []:*. Key configurable parameters include the "Interrupted By" field, which specifies which incoming label types can interrupt ongoing interactions of a specific label type, and capacity settings that define the maximum number of interactions an agent can handle for each label type. Once created, labels support granular interaction routing and agent utilization management at both organizational and individual agent levels. Capacity and interruptibility settings are edited exclusively through organization-level or agent-level settings rather than directly from the label creation interface

PrerequisitesClick to expand

Utilization labels help define the category of an interaction, which can be used to fine-tune the way an interaction is handled. For example, you can use the utilization label to configure agent utilization at the organization and the agent level.

Click Menu > Digital and Telephony > Interaction Assets > Utilization.
Click the Labels tab. A list of existing labels appear.
Click Add Label.
Note: You can add and delete labels from the Labels tab. To change the capacity and interruptibility of existing labels, on the Organization or the Agent tab, select the label and click the edit icon.
Enter the following details:
- Label Name: A unique name is limited to 256 characters. Label names cannot be only whitespace and cannot contain []:*
- Interrupted By: Labels of an incoming that can interrupt an ongoing interaction of this label type.
- Capacity: Maximum number of interactions an agent of can handle of this label type.
  Note: Once set, you can only edit the capacity and interruptibility settings in the organization and agent settings.
Click Save.

[NEXT] Was this article helpful?

Get user feedback about articles.

Create utilization labels

AI-generated summary

PrerequisitesClick to expand

Click Menu > Digital and Telephony > Interaction Assets > Utilization.
Click the Labels tab. A list of existing labels appear.
Click Add Label.
Note: You can add and delete labels from the Labels tab. To change the capacity and interruptibility of existing labels, on the Organization or the Agent tab, select the label and click the edit icon.
Enter the following details:
- Label Name: A unique name is limited to 256 characters. Label names cannot be only whitespace and cannot contain []:*
- Interrupted By: Labels of an incoming that can interrupt an ongoing interaction of this label type.
- Capacity: Maximum number of interactions an agent of can handle of this label type.
  Note: Once set, you can only edit the capacity and interruptibility settings in the organization and agent settings.
Click Save.

[NEXT] Was this article helpful?

Get user feedback about articles.

Create utilization labels

[NEXT] Was this article helpful?

Loading...

Create utilization labels

[NEXT] Was this article helpful?