Genesys Cloud CX

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Customer engagement - Configure labels to manage interactions 

04-15-2024 02:12

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 with enhanced control over how interactions are managed at both the organization and agent level. Also, flow authors can use Architect's Find Utilization Label, Set Utilization Label, and Clear Utilization Label actions to add or remove labels from interactions. Developers can now use an improved estimated wait time that includes utilization label data in its calculations.

 

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