Summary
The Utilization Tags feature, previously released as a Limited Availability feature, is being removed from the Genesys Cloud platform.
What’s changing?
We are removing the Utilization Tags feature and its associated public API endpoints. This feature allowed customers to tag subsets of incoming interactions and limit how many interactions of each tag an agent could handle concurrently.
Why is this happening?
Utilization Tags was never made Generally Available and has since been superseded by the Utilization Labels feature, which provides enhanced functionality and greater flexibility. As part of ongoing platform cleanup, we are removing the legacy implementation.
Effective Date
Tuesday, May 5, 2026
Customer Impact
There is no expected customer impact. These endpoints are no longer accessible via feature toggle and have no active usage.
Impacted Resources
GET /api/v2/routing/utilization/tags
POST /api/v2/routing/utilization/tags
DELETE /api/v2/routing/utilization/tags/{tagId}
GET /api/v2/routing/utilization/tags/{tagId}
GET /api/v2/routing/utilization/tags/{tagId}/agents
Issue References
AS-4471
Contacts
@Seth McCarus Please reply to this announcement with any questions. This helps the wider developer community benefit from the discussion. We encourage you to use this thread before contacting the designated person directly. Thank you for your understanding.