Utilization labels

Announced on Effective date Release Note
February 7, 2024 TBD TBD

In a future release, the addition of Utilization Labels will transform the Utilization Admin page into three tabs: Organization, Agents, and Labels. Access media channel configuration under Organization > Channels, where Organization-level settings reside. Edit individual agents by accessing the selected Agent in the Agents tab. In the Labels tab, create new Utilization Labels and modify them for the Organization and individual Agents from their respective tabs, mirroring the process for media channels. Utilization Labels will be linked to interactions through Architect flows, offering a method to finely adjust utilization for agents.