Overview of utilization labels

Publisher

Genesys

URL

https://help.genesys.cloud/articles/overview-of-utilization-labels/

Published

unknown

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Genesys Cloud Resource Center; copyright Genesys; no-redistribution; short excerpts and locators only

Source notes citing this source

• In Genesys Cloud an inbound interaction can interrupt an ongoing interaction only when both the media-level and the label-level interruptibility settings of the ongoing interaction allow it. in context
• Genesys Cloud allows up to 100 utilization labels per organization and one label per interaction. in context
• When utilization labels are in use, Genesys Cloud checks the agent's media-level utilization first and checks label-level utilization only if the agent has capacity at the media level. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Overview of utilization labels. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-utilization-labels-overview

BibTeX

@misc{warmtransfer-genesys-help-utilization-labels-overview,
  title  = {Overview of utilization labels},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-utilization-labels-overview},
  note   = {Genesys, accessed 2026-09-30}
}