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

Available in the Flow category of the task editor’s Toolbox, this action allows you to apply a utilization label to an interaction in the following Architect flow types:

  • bot flows
  • digital bot flows
  • inbound flows
  • in-queue flows
  • outbound flows
  • voicemail flows

Use utilization labels to exert granular control over the utilization of your agents. Administrators can define capacity and interrupt settings not only for interaction types, but also for utilization labels. In other words, specify the maximum number of interactions that agents handle simultaneously for each utilization label. Administrators can also designate which utilization labels can interrupt interactions with another utilization label to prioritize what agents must focus on.

About utilization labels

A utilization label is a piece of information about an interaction that, once applied, travels with the interaction throughout its lifetime, unless you remove the utilization label with a Clear Utilization Label action. For more information, see Clear Utilization Label action.

Note: When an administrator deletes a label in your organization, Genesys Cloud gives all in-queue conversations that use that utilization label the system default label instead.

Genesys Cloud ACD checks whether it can assign an interaction to an agent based on the following utilization rules:   

  1. Genesys Cloud checks whether the agent is fully utilized for the interaction’s media type 
  2. Genesys Cloud checks whether the agent is fully utilized for the interaction’s utilization label
  3. Genesys Cloud evaluates whether the interrupt rules for the interaction’s type are observed
  4. Genesys Cloud evaluates whether the interrupt rules for the interaction’s utilization label are observed

For example, if an agent is below capacity based on interaction type, then the interaction’s utilization label determines how many labeled interactions the agent can accept. If the agent is already at capacity based on interaction type, Genesys Cloud ACD ignores utilization labels for that specific interaction type.

Utilization labels persist between transfers from one call flow to another. For example, the utilization label persists if Genesys Cloud transfers the interaction to a secure call flow.

Notes:
  • Utilization labels are case-insensitive.
  • The number of characters allowed in a utilization label is 256.
  • You can apply only one utilization label to an interaction.
  • A utilization label can always interrupt itself.

      Configure the Set Utilization Label action

      Action Description and use

      Name

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

      Utilization Label

      		 Select the utilization label that you want to set on the interaction from the drop-down or use an expression to reference a utilization label dynamically that exists in your organization. 
      Failure Outputs

      These outputs allow the flow author to map the results of any resulting errorType and errorMessage variables when the Set Utilization Label action takes the failure path.

      • errorType: A nonempty string that contains the type or category of the error.
      • errorMessage: A non-localized failure message. The string can be empty or NOT_SET.

      Note: Hover over the information icon next to errorType to display the list of allowable errorType values.

      Genesys Cloud checks failure path scenarios. If Genesys Cloud does not encounter any of them, then Genesys Cloud applies the utilization label to the interaction. You can use the following errorType values:

      • ActionInvocationLimitExceeded: If a flow has successfully run the Set Utilization Label action five times, any subsequent invocations of the action take the failure path.
      • GeneralError: If there is a general error when applying the utilization label, the Set Utilization Label action takes the failure path.
      • InvalidConversation: If the flow runs without a conversation, the Set Utilization action takes the failure path as there is no interaction to set the label on. For example, bot flows can run without a conversation.
      • InvalidUtilizationLabel: If the expression you used to specify the utilization label to set on the conversation resolves to “utilization label does not exist in the organization,” the Set Utilization Label action takes the failure path.