Dynamic Delivery

Dynamic delivery gives you granular control over the routing decision-making process. It offers routing options at the 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., team, agent, and skill 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 items Customizable method of delivering contacts to an agent via Studio scripts. while on a phone call.

Dynamic delivery gives agents the ability to elevate Switching a contact from one channel to another in the same session, such as from chat to voice. an interaction to another channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. according to this table: 

Current interaction	Can elevate to
Chat	Email	Voice	SMS
Email		Voice	SMS
Voice	Email		SMS
Work item	Email	Voice	SMS
Voicemail	Email	Voice	SMS
SMS	Email	Voice

Interactions in a dynamic delivery environment route based on how long agents have been Available and the agents' configured proficiency level in the skill. If you've enabled AI Routing, it also considers which agent is most likely to help you meet goals related to your target metric. You can narrow the agent pool by setting up bullseye routing, one or more routing attributes, or a combination of these.

Types of Dynamic Delivery

Dynamic delivery offers two options for contact delivery: 

• Automatic delivery: The agent receives one voice interaction plus as many digital chat, email, or work item interactions as you allow. The delivery pace is about 15 seconds. This option doesn't have load balancing. If the agent rejects an interaction, 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. Agents using Agent Workspace (Agent) applications can click a Request Interaction button to take on another chat, email, or work item contact. In MAX, agents can click +1 Contact to do the same thing. The type of contact that's delivered next is based on the ACD skill priority and acceleration settings. Agents cannot choose the type of contact that the system delivers. The agent can continue to add interactions until they meet the configured interaction threshold.

Agent capacity profiles work with both types of dynamic delivery. Use them to ensure the system only delivers interactions that the agent can handle simultaneously.

Integrated Matching

Integrated matching compares the priority Skill-based designation of the importance of contacts that determines delivery order. levels of voice (inbound, Personal Connection, and Outbound Engagement (SmartReach)), work items, and digital Any channel, contact, or skill associated with Digital Experience (DX). interactions. By comparing the priority levels, it can route the interaction with the highest priority first. This ensures that priority applies across voice and digital channels Various voice and digital communication mediums that facilitate customer interactions in a contact center.. Additionally, to further customize routing integrated matching uses acceleration and max priority, which are configured in the ACD skill or with the digital REQAGENT Studio action.

For digital interactions, integrated matching intuitively applies the contact threshold settings selected at the user and team level: 

• Digital chats are constrained by the Chats setting.
• Digital emails are constrained by the Emails setting.
• Digital SMS messaging is constrained by the SMS setting.
• Social media, messaging, and any other digital channel that isn't chat, email, or SMS are constrained by the Digital setting.

The following digital routing options are supported only if you have integrated matching enabled on your system:

• Routing Attributes: Routing attributes are a bullseye routing method. They let you create and manage custom traits to narrow the pool of potential agents within ACD skills.
• Digital Priority: Priority allows you to influence the order in which interactions are routed to agents. You can set different rules for priority for each ACD skill.
• Target Agent: This option lets you route interactions to a specific agent. For example, if you have agents who are experts in a particular field or have highly specialized knowledge, you can route interactions directly to them.

Integrated matching is available if you use dynamic delivery and have Digital Experience (DX) enabled in your system. Both are enabled for new systems by default. To configure an existing system to use dynamic delivery or integrated matching, contact your NiCE CXone account representative and complete the required configuration steps.

Channel Lock

You can enable Channel Lock to switch from an AND type of omnichannel The ability to work on interactions from different channels at the same time. 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.

Dynamic Delivery and Reporting

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. NiCE 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 Statistics you can measure to keep track of your contact center.:

• Concurrent Time

• Agent Time

• Productivity Rate

• Elevations

• Elevated

• Parent ContactID

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 NiCE CXone routing supported features table.

• After your system is configured to use dynamic delivery, NiCE recommends that you consult your account representative before reverting to static delivery.

• Dynamic delivery is supported in MAX, Salesforce Agent, Agent Workspace (Agent), Agent Workspace (Embedded) (Agent Embedded), Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), or Agent Workspace (Browser Extension) (Agent Integrated).

• Dynamic delivery is required if your organization uses Agent Workspace (Agent), Agent Workspace (Embedded) (Agent Embedded), Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), or Agent Workspace (Browser Extension) (Agent Integrated).

• Dynamic delivery doesn't support Advanced Chat v1. It does support Advanced Chat v2 in MAX only, but without co-browse.

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

• All agents can elevate contacts to a different channel.

• The agent Refused state The availability status of an agent. 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 leg Your audio connection to NiCE CXone for calls and voicemails., they cannot refuse a contact.

Safe Mode

If a major problem is detected, your NiCE CXone system enters safe mode with limited functionality. Safe mode still 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. to agents, but it prevents further impact on users and the system. It turns on and off automatically. While in safe mode, these routing settings still apply:

• The skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. priority Skill-based designation of the importance of contacts that determines delivery order. and target agent settings.

• The agent and team contact The person interacting with an agent, IVR, or bot in your contact center. handling threshold, plus Channel Lock, Request Contact, and Auto Focus settings.

Routing attributes and bullseye ranges don't currently apply in safe mode.

Safe mode is only available for systems in North America. If your system is in North America and uses dynamic delivery, safe mode is already on. To opt out, contact your NiCE CXone account representative.