ACD Routing

You can choose from two different CXone routing experiences for your contact center: static delivery and dynamic delivery.

Supported Features and Functionality

This table shows what the Static Delivery and dynamic delivery routing options support:

Category

Component

Static delivery

Dynamic delivery

Evaluate by Skill proficiency X X
  Longest available X X

Route by

Skill routing X X

 

Bullseye routing

X

X

 

Single routing attribute

X

X
 

Multiple routing attributes

Utilizing multiple routing attributes is currently in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

  X
User/team settings Delivery Mode Single channel: Agents can handle one contact at a time, with the exception of email parking and multiple concurrent chats.  
     

Single Contact: Agents handle one interaction at a time.

      Omnichannel: Agents handle multiple interactions from different channels at the same time.
  Request Contact   X
  Contact Auto-Focus   X
  Concurrent chats (Maximum Concurrent Chats)   X
 

Manual email parking

X X
 

Auto email parking (Maximum Email Auto-Parking Limit)

X  
  Email interruption X  
Handling features Contact elevation: Agents can elevate a contact from one channel to another.   X
Agent applications Salesforce Agent X X
  MAX X X

ACD Routing Breakdown

The routing criteria for an 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. consists of: 

A skill channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. consists of: 

The skill evaluation criteria consists of: 

The team- or agent-level Delivery Mode for dynamic delivery consists of: 

  • Single Contact Mode: Agents handle one contact at a time.

  • Omnichannel Mode: Agents handle multiple contacts at a time.

    Static delivery only consists of single channel mode, which lets agents handle one contact at a time, with the exception of concurrent chats and automatic email parking.