Library Entry

Customer engagement - Configure labels to manage interactions

In this video @John Sunder talks about how to configure labels to manage interactions with Customer Engagement Administrators can now create and add labels to interactions for improved management and control over routing and agent utilization. These labels provide organizations...

20240311_FeatureReview_CX_Agent Utilization_Configure labels to manage interactions_JS.mp4

Discussion Thread 6

Agent Utilization and Queue Routing

Discussion Thread 2

Is there any way to delete multiple evaluations in one step? Deleting them one by one is time consuming (we have changed settings so we're getting better defined aval's).

Discussion Thread 3

Utilization - Agent still receives second Interaction

Discussion Thread 5

PCI DSS settings automaticly converts long numbers into ****

Discussion Thread 2

Chat not dropping in when agent is on call

Discussion Thread 5

OUTBOUND WRAP UP, CALL ANALYSIS and RULE SETS

Discussion Thread 6

PCI DSS settings automaticly converts long numbers into ****

Discussion Thread 5

For utilization, can you set voice above 1 or is that a technical restriction?

Discussion Thread 6

Can someone explain how non-ACD calls work with agent utilization?