Dynamic Delivery

Dynamic delivery, formerly called Omnichannel Session Handling or OSH, is the recommended ACD Routing method. It gives you more granular control over the routing decision-making process with routing options at the interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., team, agent, and skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge level. For example, you can have an agent who can handle only one interaction at a time and another agent who can handle multiple chats, emails, and work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts. while on a phone call.

Dynamic delivery gives agents the ability to elevateClosed In a dynamic delivery environment, the ability to switch a contact from one channel to another in the same session to better serve the contact's needs. For example, elevating a chat contact to a voice call. a contact to another channel according to this table: 

Current interaction Can elevate to
Chat Email Voice SMS
Email   Voice SMS
Voice Email   SMS
Work item Email Voice SMS
Voicemail Email Voice SMS
SMS Email Voice  

Interactions in a dynamic delivery environment route based on how long agents have been Available and the agents' configured proficiency level in the skill. You can narrow the agent pool by setting up bullseye routing, a routing attribute, or both. If you're part of the controlled release (CR) program, you can use multiple routing attributes.

Key Facts About Dynamic Delivery

  • The alternative to dynamic delivery is static delivery. Static delivery is the legacy routing method. For information about what features and functionalities are supported in static and dynamic delivery, see the CXone routing supported features table.

  • Dynamic delivery is supported in MAX and Salesforce Agent. You can also use it with Agent for Oracle Service Cloud, but the omnichannel functionality is limited to multiple work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts. and a voice interaction at the same time.

  • Dynamic delivery doesn't support Advanced Chat v1. It does support Advanced Chat v2 in MAX only. It doesn't support co-browse.

  • When you enable dynamic delivery, some settings you used in static delivery are no longer available. This includes the email ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge Interruptible setting, the Email Parking ACD skill setting, and the team and ACD user Auto-Park Emails setting.

  • Dynamic delivery offers two options for contact delivery: 

    • Automatic delivery: The agent receives one voice contact plus as many digital chat, email, or work item contacts as you allow. The delivery pace is about 15 seconds. This option doesn't have load balancing. If the agent rejects a contact, they continue to receive requests until the queue is empty or they meet the configured interaction threshold.

    • Agent request delivery: The agent receives one voice contact plus one chat, email, or work item contact. They can click a +1 Contact button to take on another chat, email, or work item contact. They cannot choose which contact type will be delivered. It's based on the ACD skill priority and acceleration settings. The agent can continue to add interactions until they meet the configured interaction threshold.

  • All agents can elevate contacts to a different channel. It doesn't matter if they're configured for omnichannel or single contact handling.

  • The agent Refused state has different rules for dynamic delivery. When an Available agent refuses a contact of any type, they enter a Refused state. When a Working agent refuses a digital interaction or allows it to time out, they don't enter a Refused state. If you use automatic delivery, the agent receives requests until they have the maximum number of interactions, they become Unavailable, or the queue is empty. If an agent is connected to the agent legClosed The period of time during which the CXone ACD stays connected to an agent. Controlled by the Phone # Timeout setting in Business Units > Details., they cannot refuse a contact.

  • For reporting purposes, dynamic delivery tracks the agent focus time for each interaction. While an agent can see multiple digital interactions at once, only one of them can receive focus time. CXone determines the interaction in focus from:

    • Where the agent's cursor is.

    • Which part of the agent application interface is active.

  • Dynamic delivery is reported in the following metrics:

    • Concurrent Time

    • Agent Time

    • Productivity Rate

    • Elevations

    • Elevated

    • Parent ContactID