I am having issues setting up the utilization labels for my org. I'm sure that I'm likely missing something key in the configuration process.
The issue that I am having is that I have two utilization labels. One for 'Escalation' and one for 'Email'.
I have two email queues, one for Escalation and one for Email. Within the flows for both, i have a node to assign the respective label and the email tag (more on this later)
I have also set the org utilization label limits to 1 for both email and escalation and 2 for email.
During my testing I can see that the queues i have assigned the email label to are exceeding the limit for that label. For example I am getting two emails with the label 'Email'. This leads me to believe that the issue is at the stage of assigning the interaction the correct label.
From here onwards, my knowledge is very limited. We use a common module for email distribution. Looking at the call action within the email flow, it's only stating the email tag. I am unsure how / where to add in the label tag if this is indeed where I'm going wrong.
Looking at the common module, I can see within the data table lookup there's the input for the email tag referenced earlier.
I wanted to ask for help before tinkering with the data table and common module and potentially breaking something.
So my question is; Is the data table where I am going wrong in this process due to how we call a common module and it not currently being configured to pull the label over with it?
So my question is,
#Routing(ACD/IVR)------------------------------
Ryan Reynolds
Edenred SA
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