Enable Dynamic Delivery for Your Organization

Required permissions: ACD > External Business Unit Edit

If you plan to use integrated matching with dynamic delivery and you have digital channels, you must complete some configuration steps before proceeding. The steps are required to prevent digital contacts that were in the queue prior to enabling integrated matching

To enable and configure dynamic delivery, you need to: 

1. Enable dynamic delivery in NiCE CXone.
2. Configure contact delivery settings at the team level or the user level. In particular, be sure to verify that the contact delivery settings for voice are configured. When switching from static to dynamic delivery, these settings may become disabled.

Enable Dynamic Delivery

1. Click the app selector and select ACD.

2. Go to ACD Configuration > Business Units.

3. Click Edit.
4. In the Contact Handling section, set Contact Handling Method to Dynamic Delivery (Recommended).
5. Read the verification pop-up and click Yes.
6. Scroll to the top of the page and click Done.

Complete Configuration Prior to Enabling Integrated Matching

Complete these steps if you plan to use integrated matching with dynamic delivery and you use digital Any channel, contact, or skill associated with Digital Experience (DX). channels that have long-running 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..

Long-running interactions that are in the queue prior to integrated matching being enabled automatically receive a max priority of 1000. These steps prevent this from happening by setting the max priority of these interactions using a workflow automation job.

The job works by tagging digital interactions in channels you specify, then updating the max priority of the tagged interactions. These steps set the max priority to 50, but you can use a number that meets the needs of your organization.

1. Verify the following priority configurations for digital interactions: 
   • Go to ACD > ACD Skills and ensure the Priority, Acceleration, and Max Priority for digital ACD skills are configured. They may also be set in the Studio script using the digital ReqAgent action.
   • Acceleration and max priority only work after integrated matching is enabled.
   • After integrated matching is enabled, new contacts receive the configurations as set in the ACD skill or the digital ReqAgentaction.
2. Add a digital tag. You will add this to digital channels in a later step.
   1. Go to ACD > Digital > Tags.
   2. Click Add tag and configure the tag as follows:
      • Title: Give it a meaningful name, such as Max Priority 50.
      • Active: Select Yes.
3. Adjust the contact handling settings for teams, users, or both, depending on how your system is configured: 
   1. To adjust settings for teams, go to Admin > Team.
   2. Click a team and go to the Contact Settings tab.
   3. Update the team's contact settings per channel.  For contact handling settings, digital channels are managed in the following categories:
      • Digital chat channels are managed in Chats.
      • Digital SMS channels are managed in SMS.
      • Digital email channels are managed in Emails.
      • All other Digital channels are managed in Digital.
   4. To adjust settings for individual users, go to ACD > ACD Users.
   5. Click a user and go to the Contact Settings tab. For contact handling settings, digital channels are managed in the following categories:
      • Digital chat channels are managed in Chats.
      • Digital SMS channels are managed in SMS.
      • Digital email channels are managed in Emails.
      • All other Digital channels are managed in Digital.
4. Create an automation scheduler:
   1. Click Add Scheduler and configure your scheduler. For example, to create a scheduler to run the workflow automation job you will create in a later step:
      1. Give it a meaningful name, such as Max Priority 50.
      2. Set the Scheduler Type to Repetitive.
      3. Set the Interval to execute to 0*** so that it will run at the 0 minute of every hour. If there are more than 500 records to process, Interval to execute may need to be run every 5 minutes (*/5 * * * *) or every 15 minutes (*/15 * * * *).
      4. Set Data Set to Cases.
5. Click Add Condition to add a condition to specify the digital channels you want to apply the new tag to.
   1. For Condition type, select Included channels.
   2. Click Create condition for selected type.
   3. Select all channels by clicking Add for all channels that have a queue > 17 hours.
   4. Click Back.
6. Click Add Condition to add a condition to specify the case to apply the tag to.
   1. For Condition type, select Case status.
   2. Click Create condition for selected type.
   3. Select all options except Closed.
   4. Click Save.
7. Click Add Condition to add a condition to ensure that when the scheduler runs that it excludes already-tagged digital contacts.
   1. For Condition type, select Exclude tag conditions.
   2. Click Create condition for selected type.
   3. Click Add for the tag you created in an earlier step.
   4. Click Back.
8. Click Add new job to create a workflow automation job to set the max priority of the digital channels specified in the condition you created.
   1. Give it a meaningful name, such as Set Max Priority 50.
   2. For Action, select Change Case Max Priority. If this option is not available, ask your NiCE CXone account representative.
   3. Under Parameters, set Priority to the maximum priority you want digital interactions to reach, such as 50.
   4. Click Save.
9. Click Add new job to add the tag you created to the digital channels specified in the condition that you created in an earlier step.
   1. Give it a meaningful name such as Add Max Priority Tag to Case.
   2. For Action, select Add tag to case.
   3. Under Parameters, select the Tag you created earlier (for example, Max Priority to 50).
   4. Click Save.
10. Click Activate to activate the schedule.

After you have activated job, it does the following:

1. At the start of every hour (minute 0), the job runs.
2. It looks for the next 500 interactions that match the job conditions and adds the Max Priority 50 tag to them.
3. It changes the max priority of the tagged interactions to 50, or the number you configured for the job.
4. If the Interval to execute is set to every hour and there are 1000 interactions to process, after 2 hours all interactions will be updated. Any new contacts that have arrived in the queue are processed in subsequent hours. Depending on how many interactions are in the queue that are older than 17 hours, you may need to set the Interval to execute to run more often to ensure that the system processes all selected interactions.
5. After you enable integrated matching, the system does not update the max priority of any interaction that has been processed by this workflow automation job.
6. Any interactions that have not been processed by this job when Integrated Matching is enabled will be updated to a max priority of 1000.