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.

Learn more about fields in this task

Field	Details
Delivery Mode	Whether an agent can handle one or many interactions at the same time. Omnichannel lets agents handle multiple interactions from different channels at the same time. Single Contact lets agents handle only one interaction from one channel at a time. For either setting, agents can elevate contacts to other channels.
Voice	Whether agents can handle 1 voice interaction at a time or voice interactions are turned Off. Voice interactions include inbound calls, manual outbound calls, Personal Connection dialer calls, and voicemails.
Chats, Emails, Work Items, and SMS	The number of interactions an agent can handle at the same time per channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. The maximums are: Chat— 12 Emails—25 Work items—25
Req Contact	Disables automatic routing of digital contacts The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 3 or more times.. Instead, the agent clicks a +1 Contact button in the agent application to add more digital interactions. They cannot request the type of digital interaction they receive. The ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge priority Skill-based designation of the importance of contacts that determines delivery order. and acceleration rules determine what they receive. The agent can continue to request interactions until they meet the maximum or the queue is empty. When this isn't selected, interactions route automatically to the agent. This occurs until the agent is handling their maximum interactions or the queue is empty. This is true even when the agent refuses an interaction.
Auto-focus	Shifts the agent's view to the new interaction when it is first connected to the interface.
Total Contact Count	The maximum number of total interactions an agent can handle at a time. For example, if you set Chats to 5, Emails to 5, and Total Contact Count to 7, the agent would receive a maximum of seven interactions at any given time. Up to five of those seven contacts could be chat contacts and up to five of them could be email contacts.

Click the app selector and select Admin.
Click Teams.
Click the team you want to edit.
Click the Contact Settings tab.
Set the Delivery Mode in Team Defaults to Omnichannel or Single Contact.
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.
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.
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.
Toggle on the Request Contact and Auto-focus options to change the experience agents have in the agent application as needed.
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.
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.

Learn more about fields in this task

Field	Details
Delivery Mode	Whether an agent can handle one or many interactions at the same time. Omnichannel lets agents handle multiple interactions from different channels at the same time. Single Contact lets agents handle only one interaction from one channel at a time. For either setting, agents can elevate contacts to other channels.
Voice	Whether agents can handle 1 voice interaction at a time or voice interactions are turned Off. Voice interactions include inbound calls, manual outbound calls, Personal Connection dialer calls, and voicemails.
Chats, Emails, Work Items, and SMS	The number of interactions an agent can handle at the same time per channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. The maximums are: Chat— 12 Emails—25 Work items—25
Req Contact	Disables automatic routing of digital contacts The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 3 or more times.. Instead, the agent clicks a +1 Contact button in the agent application to add more digital interactions. They cannot request the type of digital interaction they receive. The ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge priority Skill-based designation of the importance of contacts that determines delivery order. and acceleration rules determine what they receive. The agent can continue to request interactions until they meet the maximum or the queue is empty. When this isn't selected, interactions route automatically to the agent. This occurs until the agent is handling their maximum interactions or the queue is empty. This is true even when the agent refuses an interaction.
Auto-focus	Shifts the agent's view to the new interaction when it is first connected to the interface.
Total Contact Count	The maximum number of total interactions an agent can handle at a time. For example, if you set Chats to 5, Emails to 5, and Total Contact Count to 7, the agent would receive a maximum of seven interactions at any given time. Up to five of those seven contacts could be chat contacts and up to five of them could be email contacts.

Click the app selector and select Admin.
Go to Users.
Click the user profile you want to edit.
Click the Contact Settings tab.
Click Edit.
To customize the agent's individual settings, clear the Team Default checkbox.
Set the Delivery Mode of the agent to Omnichannel or Single Contact.
If the agent uses Agent for Oracle Service Cloud or Salesforce-routed chats and cases:
- Set the default number of Chats and Emails to Off.
- Set the default maximum number of Work Items you want the agent to handle.
- Set the Total Contact Count to the maximum number of contacts you want the agent to handle at the same time.
- If you want to, toggle on the Request Contact and Auto-focus options.
If the agent uses MAX or Salesforce Agent:
- Set the default maximum number of Chats, Emails, SMS (only available in Salesforce Agent, and Work Items you want the agent to handle.
- Set the Total Contact Count to the maximum number of contacts you want the agent to handle concurrently.
- Enable the Request Contact and Auto-focus options as needed.
Click Done.