Prerequisites
  • Routing > Utilization > Manage permission
  • Routing > Utilization > View permission 

Dynamically referenced utilization labels enable you to find a utilization label based on its string name at flow runtime. Use this action to source utilization label data in Genesys Cloud. Then, use that information to label the interaction with a Set Utilization Label action and send the interaction to the appropriate queue with a Transfer to ACD action.

You can view your organization’s utilization labels under Organization Settings in Admin > Contact Center > Utilization. Then, use that information to label the interaction with a Set Utilization Label action and send the interaction to the appropriate queue with a Transfer to ACD action.

Notes:
  • The dynamic lookup limit for a unique type is 25.
  • Each lookup is unique, so multiple lookups for the same object in the flow only count as 1.
  • The total lookup limit per flow is 100.

From the Toolbox, expand the Find category and drag a Find a Utilization Label action into the appropriate location in the task editor.

Name Description
Name field Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Utilization Label Name

Enter the utilization label’s name or an expression that locates the utilization label. For example, (“billing”). At runtime, Architect performs a search for the specified utilization label. If the system finds an exact match, it returns the label’s value.

Note: Genesys Cloud does not support the use of the plus symbol (+) in utilization label names.
Utilization Label Result

When the system receives the utilization label value, it stores that value in the variable you specify here. You can then use the variable in other areas of the flow. 

Configure found and not found paths

Name Description
Found

This path indicates that Architect located the utilization label within the organization. 

Drag the appropriate action below the Found path so that it follows the route you want the interaction to take. For example, a Transfer to ACD action.

Note: The Utilization Label Result field only populates when the flow follows the Found path.
Not Found

This path indicates that Architect did not find the matching utilization label. 

Drag the appropriate action below the Not Found path so that it follows the route you want the interaction to take. For example, send an automatic reply or transfer the action to the main menu.

Note: The Utilization Label Result field does not populate when the flow follows the Not Found path.