Dynamic Delivery

Dynamic delivery is the recommended CXone Routing method. It gives you more granular control over the routing decision-making process with routing options at the 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., team, agent, and skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge level. For example, you can have an agent who can handle only one interaction at a time and another agent who can handle multiple chats, emails, and work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts. while on a phone call.

Interactions in a dynamic delivery environment route based on how long agents have been Available and the agents' configured proficiency level in the skill. You can narrow the agent pool by setting up bullseye routing, a routing attribute, or both. If you're part of the controlled release (CR) program, you can use multiple routing attributes.

Key Facts About Dynamic Delivery

  • The alternative to dynamic delivery is static delivery. Static delivery is the legacy routing method. For information about what features and functionalities are supported in static and dynamic delivery, see the CXone routing supported features table.

  • Dynamic delivery is supported in MAX and Salesforce Agent.

  • Dynamic delivery doesn't support Advanced Chat v1. It does support Advanced Chat v2 in MAX only. It doesn't support co-browse.

  • When you enable dynamic delivery, some settings you used in static delivery are no longer available. This includes the email ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge Interruptible setting, the Email Parking ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge setting, and the team and ACD user Auto-Park Emails setting.

  • Dynamic delivery offers two options for contact delivery: 

    • Automatic delivery: The agent receives one voice contact plus as many digital chat, email, or work item contacts as you allow. The delivery pace is about 15 seconds. This option doesn't have load balancing. If the agent rejects a contact, they continue to receive requests until the queue is empty or they meet the configured interaction threshold.

    • Agent request delivery: The agent receives one voice contact plus one chat, email, or work item contact. They can click a +1 Contact button to take on another chat, email, or work item contact. They cannot choose which contact type will be delivered. It's based on the ACD skill priority and acceleration settings. The agent can continue to add interactions until they meet the configured interaction threshold.

  • You can enable Channel Lock for an Omnichannel team or user to switch from an AND type of omnichannel methodology to an OR type of omnichannel methodology. For example: 

    • With Channel Lock off, an agent configured with a Total Contact Count of 3 can receive one voice and two chat interactions at the same time.

    • With Channel Lock on, an agent with a Total Contact Count of 3 can receive one voice OR two chat interactions, but not both at the same time. When the agent's interactions in that channel have ended, they will be able to receive interactions from any configured channel.

      An agent with channel lock may not reach their Total Contact Count. Instead, they are limited to the channel capacity that they are currently locked to.

  • All agents can elevate contacts to a different channel. It doesn't matter if they're configured for omnichannel or single contact handling.

  • The agent Refused state has different rules for dynamic delivery. When an Available agent refuses a contact of any type, they enter a Refused state. When a Working agent refuses a digital interaction or allows it to time out, they don't enter a Refused state. If you use automatic delivery, the agent receives requests until they have the maximum number of interactions, they become Unavailable, or the queue is empty. If an agent is connected to the agent legClosed The portion of an interaction that takes place between CXone and the agent., they cannot refuse a contact.

  • For reporting purposes, dynamic delivery tracks the agent focus time for each interaction. While an agent can see multiple digital interactions at once, only one of them can receive focus time. CXone determines the interaction in focus from:

    • Where the agent's cursor is.

    • Which part of the agent application interface is active.

  • Dynamic delivery is reported in the following metrics:

    • Concurrent Time

    • Agent Time

    • Productivity Rate

    • Elevations

    • Elevated

    • Parent ContactID