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.
View image
-
Click the app selector
and select ACD. -
Go to ACD Configuration > Business Units.
- Click Edit.
- In the Contact Handling section, set Contact Handling Method to Dynamic Delivery (Recommended).
- Read the verification pop-up and click Yes.
- Scroll to the top of the page and click Done.