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.
Several features manage your dynamic delivery experience at the team and user level. In the team and user profiles, you can set the maximum number of interactions agents can handle at the same time. You can enable your agents to handle different types of interactions simultaneously. For example, you could have your agents handle a voice interaction and up to three chat interactions at the same time. The user-level settings override the team-level settings.
You can set your agents' proficiency levels in the skills they are assigned to. Agents with a higher proficiency have priority over agents with a lower proficiency in routing decisions.
These features can help you reduce the pool of agents eligible to receive an interaction:
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Bullseye routing sets a range of proficiency levels required for agents to receive the interaction.
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Routing attributes limit the pool to agents with certain qualities.