Enable Dynamic Delivery for Your Organization

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.

Required permissions: External Business Unit Edit

Switching from static delivery to dynamic delivery changes the experience for your agents. You need to train your agents on:

  • Handling the extra cognitive load.
  • The differences in the agent application interface. This includes manually accepting incoming contacts, if you enable that feature.
Image of Dynamic Delivery setting in the business unit settings.

  1. Click the app selector and select ACD.

  2. Go to ACD Configuration > Business Units.

  3. Click the business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment you want to modify.
  4. Click Edit.
  5. In the Contact Handling section, set Contact Handling Method to Dynamic Delivery (Recommended).
  6. Read the verification pop-up and click Yes.
  7. Scroll to the top of the page and click Done.