In this video, @John Sunder discusses a new feature "Utilization labels for Click to Dial API"

Developers can now use Utilization Labels in the Embeddable Framework and Salesforce Click to Dial API to control the number of interactions that route to an agent. Each user-created label now contains a unique capacity and interruptibility settings, which provide more refined control over agent utilization. Developers can configure Genesys Cloud to attach identifiers, such as a complexity score, to conversations. For example, an agent may be restricted to handling only two interactions with a high complexity score at any given time. This enhancement helps agents to focus on higher-priority tasks when necessary and also bridges platform functionality with integration features, which improves resources efficiency and agent workload management.

Release notes: https://help.mypurecloud.com/releasenote/july-29-2024/

#TAMStudios #FeatureReview #API