In our organization we use 3 channels for incoming interactions; voice, callback, & email. We have the organization utilization set up so the 'Capacity' for each channel is 1. the 'Interupted By' for Email is Voice & Callback, Callbacks and Voice are set to not be interupted. Count non-ACD calls in utilization capacity is turned on. We do not set any agent specific utilization, they all use the Organization settings.
We are now going to be recieiving certain emails that will require processing immediately and we do not wish for agents handling these interactions to be interaupted by voice calls or callbacks. I have those emails coming to a separate email address and they are going throiugh a separate call flow to the other emails.
Is the use of Utilization Labels a way to acheive this, can I create a utilization label called 'priority' leave the 'Can be interupted by' blank, leave 'Maximum Capacity' as 1 and then use this in the 'Set Utilization Label' to 'priority' in an archetect flow so that when the agent gets the interaction they will not be interupted by a phone call while they are working on that one email?
Is my understandign correct or have a completely misunderstood what utilization labels do?
Thank you all in advance for your input.
#ArchitectureandDesign#Routing(ACD/IVR)------------------------------
Bruce Dunn
Department of Technology & Information
State of Delaware
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