ACD Routing

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

• Static delivery: The legacy CXone routing experience. It routes interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. based on agent availability and proficiency An expertise level that you can assign to an individual agent in an ACD skill. Proficiency levels can range from 1 to 20, with 1 being the highest level of proficiency.CXone ACD routes interactions to the available agent with the highest proficiency level in the ACD skill by default. in the relatedskill Used to automate delivery of interactions based on agent skills, abilities, and knowledge . It allows agents to handle one contact The person interacting with an agent, IVR, or bot in your contact center. at a time, with the exception of multiple concurrent chats and email parking.

• Dynamic delivery: The recommended routing experience. It gives you more control over the routing decision-making process. With it, you can change how routing works based on the interaction, team, agent, or skill.

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 interaction 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: 

• The skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge associated with the interaction in queue.

• The priority Skill-based designation of the importance of contacts that determines delivery order. of the interaction when placed in the queue.

• The bullseye range of skill proficiencies the agent must have to receive the interaction.

• The attribute defined for the skill that an agent must be assigned to receive the interaction.

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

• Voice

• Chat

• Email

• SMS

• Work item Customizable method of delivering contacts to an agent via Studio scripts.

• Social

The skill evaluation criteria consists of: 

• Skill proficiency An expertise level that you can assign to an individual agent in an ACD skill. Proficiency levels can range from 1 to 20, with 1 being the highest level of proficiency.CXone ACD routes interactions to the available agent with the highest proficiency level in the ACD skill by default. assigned to the agent.

• The amount of time an agent has been in an Available state The availability status of an agent.

• Enlighten AI focus metric

  • Average Handle Time Average Handle Time is the average amount of time an agent spent handling an interaction

  • Average Talk Time Average Talk Time. The average amount of time an agent spent talking during an interaction

  • Sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. Interactions can be positive (blue), negative (red), mixed (dark gray), or neutral (light gray).

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.