Manage Contact Delivery Settings for Dynamic Delivery

This page is specific to a dynamic delivery routing strategy. If your organization uses a static delivery routing strategy, you can find this information in the static delivery online help.

Dynamic delivery lets you create a unique workload for each team or agent. What you configure for a team is overridden by anything you configure at the agent level. You can have a team configured for single-contact handling, where each agent handles one contact from one channel at a time, while one agent on the team is able to handle a voice contact plus a chat contact at the same time.

Manage Omnichannel Contact Settings at the Team Level

Required permissions: Teams Edit

You can configure your dynamic delivery routing settings at the team level. These settings apply to all users assigned to the team unless the user has different settings in their profile that override the team settings.

  1. Click the app selector and select Admin.

  2. Click Teams.

  3. Click the team you want to edit.
  4. Click the Contact Settings tab.
  5. Set the Delivery Mode in Team Defaults to Omnichannel or Single Contact.

  6. If you use Salesforce External Routing to route chats and cases to your agents, set the default number of Chats and Emails to Off. Otherwise, move to the next step.

  7. Set the default number of concurrent interactions for Chats and Emails. Set the default number of maximum concurrent interactions for SMS and Work Items you want agents on the team to handle.

  8. Set the Total Contact Count to the maximum number of interactions of any type you want agents on the team to handle at the same time.

  9. If you're configuring an Omnichannel experience, toggle on Channel Lock if you want agents to be able to handle different interaction types but only want them to focus on interactions with a single channel at a time.

  10. Toggle on the Request Contact and Auto-focus options to change the experience agents have in the agent application as needed.

  11. If you want any agents on the team to have different settings, you can modify them by setting Team Default to Off for that agent. Then enter a new value for the setting. Settings at the agent level override settings at the team level. Alternatively, you can configure those settings in the user profile.
  12. Click Done.

Manage Omnichannel Contact Settings at the User Level

Required permissions: Users Edit

Any contact settings you configure for an agent will override the settings you configured at the team level.

  1. Click the app selector and select Admin.

  2. Go to Users.

  3. Click the user profile you want to edit.
  4. Click the Contact Settings tab.
  5. Click Edit.
  6. To customize the agent's individual settings, clear the Team Default checkbox.
  7. Set the Delivery Mode of the agent to Omnichannel or Single Contact.

  8. Set the default maximum number of Chats, Emails, SMS, and Work Items you want the agent to handle. SMS is not supported for MAX.

  9. Set the Total Contact Count to the maximum number of contacts you want the agent to handle concurrently.

  10. Enable the Request Contact and Auto-focus options as needed.

  11. If you're configuring an Omnichannel experience, enable Channel Lock if you want agents to be able to handle different interaction types but want them to focus on interactions with a single channel at a time.

  12. Click Done.