Static Delivery

Static delivery is the legacy CXone routing method. It limits agents to handling one 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. from one channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. at a time, no matter what team or skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. they're assigned to. You can configure the following exceptions:

• In the email skill settings, you can make emails interruptible by an inbound voice interaction.

• In the email skill settings, you can enable automatic email parking so agents can delay an email response in favor of other work.

• At the team or user level, you can enable agents to handle up to 12 concurrent chats. User settings override team settings.

The static delivery decision-making process is simple. It routes interactions 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 or a single routing attribute.

Key Facts About Static Delivery

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

• Static delivery is supported in MAX and Salesforce Agent.