Manage Contact Delivery Settings for Dynamic Delivery

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.

Dynamic delivery lets you create a unique workload for each team or agent. What you configure for a team is overridden by anything you configure at the agent level. You can have a team configured for single-contactClosed The person interacting with an agent, IVR, or bot in your contact center. handling, where each agent handles one contact from one channelClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center. at a time, while one agent on the team is able to handle a voice contact plus a chat contact at the same time.

Manage Dynamic Delivery Contact Settings at the Team Level

Required permissions: Admin > General > Teams Edit

You can configure your dynamic delivery routing settings at the team level. These settings apply to all users assigned to the team unless the user has different settings in their profile that override the team settings.

Field

Details

Voice

Whether agents can handle voice interactions. Agents can handle 1 voice interaction at a time. If you don't want agents to handle voice interactions, set this field to Off.

Voice interactions include inbound calls, manual outbound calls, Personal Connection dialer calls, and voicemails.
Chats, SMS, Emails, Work Items , and Digital

The maximum number of interactions agents can handle at the same time per channelClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center. type. The maximum you can set for each channel type is:

  • Chat and SMS: 12
  • Emails and work items: 25
  • Digital: 50

If you use Digital Experience (DX) and integrated matching:

If you use Digital Experience (DX) and do not have integrated matching, Digital applies to all interactions routed through Digital Experience (DX). Chat and Emails only apply to interactions that come from the legacy channels.
Req Contact

Disables automatic routing of non-voice, or digital, interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. Instead, the agent clicks a +1 Contact button in the agent application to add more interactions. They cannot request the type of interaction they receive. The ACDskillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.priorityClosed Skill-based designation of the importance of contacts that determines delivery order. and acceleration rules determine what they receive. The agent can continue to request interactions until they meet the maximum or the queue is empty.

When this isn't selected, interactions route automatically to the agent. This occurs until the agent is handling their maximum interactions or the queue is empty. This is true even when the agent refuses an interaction.

Only enable this option if your agents use MAX and handle work items or legacy digital channels such as NiCE CXonechat, SMS, and email. It does not work with Agent Workspace (Agent) applications, including Agent Workspace for Salesforce Voice, or with Digital Experience (DX) channels.

Channel Lock

Temporarily locks an agent to the channelClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center. they're currently handling. For example, if the agent is configured to handle 2 chat interactions and 1 voice interaction and has a Total Contact Count of 3, they can receive one voice or two chat interactions, but not both at the same time. When the agent's interactions end, the lock ends. The agent can then receive interactions from any configured channel.

If your agents use Agent Workspace for Salesforce Voice, do not enable this option. It is for digital channels; Agent Workspace for Salesforce Voice only supports voice channels. Enabling it causes issues with Agent Workspace for Salesforce Voice.

Note: When you duplicate a team, the Channel Lock setting does not carry over into the new team. You must configure this setting manually in the new team.

Contact Auto-focus Auto-focus

Forces the agent application to set the active focus to the newest interaction after the interaction is connected in the interface.
Total Contact Count

The maximum number of total interactions an agent can handle at a time. For example, if you set Chats to 5, Emails to 5, and Total Contact Count to 7, the agent would receive a maximum of seven interactions at any given time. Up to five of those seven contacts could be chat interactions and up to five of them could be email interactions.

Agents can also manually assign themselves digital interactions even if they've met their limit. But they won't be able to handle more interactions until they're below their contact count again.

Note: Only versions 19, 25, and 28 of the PUT /agent API support setting Total Contact Count to 1.

  1. Click the app selector icon of app selector and select Admin.

  2. Click Teams.

  3. Click the team you want to edit.
  4. Click the Contact Settings tab.

  5. If you use Salesforce External Routing to route chats and cases to your agents, set the default maximum number of Chats and Emails to Off. Otherwise, move to the next step.

  6. Set the default maximum number of interactions agents on this team can handle for each channelClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center. type.

  7. Enable the Req Contact option to change the experience agents have in the agent application as needed.

    Only enable this option if your agents use MAX and handle work items or legacy digital channels such as NiCE CXonechat, SMS, and email. It does not work with Agent Workspace (Agent) applications, including Agent Workspace for Salesforce Voice, or with Digital Experience (DX) channels.

  8. Enable Channel Lock if you want agents to be able to handle different interaction types but only want them to focus on interactions with a single channel at a time.

    If your agents use Agent Workspace for Salesforce Voice, do not enable this option. It is for digital channels; Agent Workspace for Salesforce Voice only supports voice channels. Enabling it causes issues with Agent Workspace for Salesforce Voice.

  9. Enable the Auto-focus option to change the experience agents have in the agent application as needed.

  10. Set the Total Contact Count to the maximum number of interactions of any type you want agents on the team to handle at the same time.

  11. If you want any agents on the team to have different settings: 

    1. Locate the agent in the table on the Contact Settings tab.
    2. Click in the Team Defaults cell for the agent and click the setting to Off.
    3. In the column for each channel type, enter a new value. These values override the team level default settings. Alternatively, you can configure individual override settings in the ACD user profile.
  12. Click Save.

Manage Dynamic Delivery Contact Settings at the User Level

Required permissions: ACD > Contact Settings > ACD Users Edit

Any contact settings you configure for an agent will override the settings you configured at the team level.

Field

Details
Contact Refusal Timeout: Phone, Voicemail, Chat, SMS, Email, Work Item, and Digital

The number of seconds the agent can be idle in an active interaction before the interaction times out and transfers to another agent. If you leave any of these blank, the profile inherits the default system value of 45 seconds. Values for refusal timeouts must be between 15 and 300 seconds.

If Digital Experience (DX) is enabled for your tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system.:
Dialing Pattern The default dialing pattern assigned to the user. A dialing pattern specifies the way each call is dialed. For instance, a dialing pattern can specify that each call must begin with '1'. Agents do not need to a dial a '1' before every call, because the system automatically prepends it to the number dialed.
Phone # Timeout The amount of time an agent's voice path stays connected. This field is set to Default which uses the value specified in the business unit settings. Changing this value overrides the business unit level setting for this user.
Agent Voice Threshold

The volume level of the agent's voice. This setting helps to accurately distinguish the agent's voice from background noise. The threshold range is based on a custom volume unit computed by the frequency analyzer.

Users with proper permissions can change this value themselves through the Voice Threshold tuning setting in MAX.
Suppress Ringing - Personal Connection When the agent uses a Personal Connection ACD skill, this setting prevents them from hearing a ringing sound before the system answers the call. Instead, the agent first hears audio when they receive the answered call from the network. This setting overrides the Treat Progress as Ringing skill setting.
Maximum Concurrent Chats Available only in a single-contact handling environment. Specifies the maximum number of chats the user may engage in simultaneously. It's either the Team Default, the maximum number of chats allowed for the team to which the user belongs, or a number between 1 and 12.
Maximum Email Auto-Parking Limit Available only in a single-contact handling environment. Specifies the maximum number of emails the user may have in their inbox at one time. It's either the Team Default, the maximum number of emails allowed for the team to which the user belongs, or a number between 1 and 25.
Contact Handling: Voice, Chats, SMS, Emails, Work Items, and Digital

Available only in a dynamic delivery environment. Specifies the maximum number of simultaneous contacts the user can handle. The maximum allowed voice contacts is 1 (including phone and voicemail); chats, 12; emails, 25; work items, 25, and digital, 50.

If you use Digital Experience (DX) and integrated matching:

If you use Digital Experience (DX) and do not have integrated matching, Digital applies to all interactions routed through Digital Experience (DX). Chat and Emails only apply to interactions that come from the legacy channels.
Request Contact

Available only in a dynamic delivery environment. Enables the user to manually request an additional digital (non-voice) contact, if the current state is Working.

Only enable this option if your agents use MAX and handle work items or legacy digital channels such as NiCE CXonechat, SMS, and email. It does not work with Agent Workspace (Agent) applications, including Agent Workspace for Salesforce Voice, or with Digital Experience (DX) channels.

If your agents use Agent Workspace for Salesforce Voice, do not enable this option. It is for digital channels; Agent Workspace for Salesforce Voice only supports voice channels. Enabling it causes issues with Agent Workspace for Salesforce Voice.

Channel Lock

Temporarily locks an agent to the channelClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center. they're currently handling. For example, if the agent is configured to handle 2 chat interactions and 1 voice interaction and has a Total Contact Count of 3, they can receive one voice or two chat interactions, but not both at the same time. When the agent's interactions end, the lock ends. The agent can then receive interactions from any configured channel.

If your agents use Agent Workspace for Salesforce Voice, do not enable this option. It is for digital channels; Agent Workspace for Salesforce Voice only supports voice channels. Enabling it causes issues with Agent Workspace for Salesforce Voice.

Note: When you duplicate a team, the Channel Lock setting does not carry over into the new team. You must configure this setting manually in the new team.

If your agents use Agent Workspace for Salesforce Voice, do not enable this option. It is for digital channels; Agent Workspace for Salesforce Voice only supports voice channels. Enabling it causes issues with Agent Workspace for Salesforce Voice.

Contact Auto-Focus Available only in a dynamic delivery. Forces MAX to set the active focus to the newest contact after the contact is connected in the interface.
Analytics Notifications No longer used.
Analytics API Key No longer used.
MAX Release Preview Enables the preview version of MAX for the agent in the business unit for the 28-day trial period prior to the official release of the new version. This feature is only available when enabled by your NiCE CXone account representative. For more information, see Configuration Tasks.

  1. Click the app selector icon of app selector and select ACD.

  2. Go to ACD Users.

  3. Click the ACD user profile you want to edit.
  4. Click the Contact Settings tab.
  5. Click Edit.
  6. To customize the agent's individual settings, clear the Team Default checkbox.

  7. Set the default maximum number of Chats, SMS, Emails, Work Items, and Digital interactions you want the agent to handle. SMS is not supported for MAX.

  8. Enable the Request Contact option as needed. If your agents use Agent Workspace for Salesforce Voice, do not enable this option. It is for digital channels; Agent Workspace for Salesforce Voice only supports voice channels. Enabling it causes issues with Agent Workspace for Salesforce Voice.

    Currently, Request Contact is not supported for Digital Experience (DX) channels or the NiCE CXone Agent Workspace (Agent) applications.

  9. Enable Channel Lock if you want agents to be able to handle different interaction types but want them to focus on interactions with a single channel at a time. If your agents use Agent Workspace for Salesforce Voice, do not enable this option. It is for digital channels; Agent Workspace for Salesforce Voice only supports voice channels. Enabling it causes issues with Agent Workspace for Salesforce Voice.

  10. Enable the Contact Auto-Focus option as needed.

  11. Set the Total Contact Count to the maximum number of contacts you want the agent to handle concurrently.

  12. Click Done.