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

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.

  1. Click Admin.
  2. Under Contact Center, click Utilization. 
  3. Click the Labels tab. A list of existing labels appear.
  4. 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.
  5. 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.
  6. Click Save.