Before, Virtual Agent checked Adaptive Capacity using only the job type, business unit, and zone. Tag rules you built in Adaptive Capacity did not shape the times it offered.

Now, you decide in Skills and Capabilities whether Virtual Agent uses tags at all. When you turn on Send tags to Adaptive Capacity, you choose which tags it uses: tags already on the existing job, tags on the service location, membership tags, service location tags, customer tags and tags linked to the job type. For each source, you decide whether a tag is a hard requirement. If a tagged request returns no times, Virtual Agent tries again with only your hard requirements. If that still returns nothing, the call goes to a live agent. When Virtual Agent books, it adds the tags it used to the job.

You can also approve booking tags. On the new Tags screen, you choose which tags Virtual Agent may apply, and you write instructions that tell it when to use each one, such as when a caller asks about replacing a system. Virtual Agent compares your instructions with the conversation before it checks availability, and applies a tag only when it fits. It can only use tags from your approved list and cannot create new ones.