Labels and custom fields
The two ways to add your own vocabulary to agents, skills, records and sessions.
Labels
Labels are the organization's shared tags. They are created once here, with a name and a colour, and then applied across the product: to agents, skills, entity records and sessions.
Because they are defined centrally rather than typed per item, filtering by one actually works. Labels are what the Activities filters and the phone's history filters read from.
Deleting a label removes it from everything it was applied to.
Custom fields
Custom fields add your own attributes to things Auron does not know about in advance. A field is defined once, with a type, and then appears on the create and edit forms for the things it applies to, including agents and skills.
Two examples of the difference: a label is for something you filter by, like a region or a product line. A custom field is for something you record and read, like an internal reference number or an owning department.
Which to use
Reach for a label when the answer is one of a known set and you will want to filter on it. Reach for a custom field when you are storing a value rather than putting something into a bucket.