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 permissionsTeam 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.

  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 number of Chats and Emails to Off. Otherwise, move to the next step.

  6. Set the default number of concurrent interactions for Chats and Emails. Set the default number of maximum concurrent interactions for SMS, Work Items, and Digital interactions you want agents on the team to handle.

  7. Enable the Req Contact option to change the experience agents have in the agent application as needed. If your agents use Agent for Service Cloud Voice, do not enable this option. It is for digital channels, and Agent for SCV only supports voice channels. Enabling it causes issues with Agent for SCV.

    Currently, Req Contact is not supported for Digital Experience channels or the CXone Mpower Agentapplications.

  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 for Service Cloud Voice, do not enable this option. It is for digital channels, and Agent for SCV only supports voice channels. Enabling it causes issues with Agent for SCV.

  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, you can modify them by setting the fields in the Team Defaults section to Off for that agent. Then enter a new value for the setting. Settings at the agent level override settings at the team level. Alternatively, you can configure those settings in the ACD User profile.
  12. Click Save.

Manage Dynamic Delivery Contact Settings at the User Level

Required permissionsACD Users Edit

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

  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 for Service Cloud Voice, do not enable this option. It is for digital channels, and Agent for SCV only supports voice channels. Enabling it causes issues with Agent for SCV.

    Currently, Request Contact is not supported for Digital Experience channels or the CXone Mpower 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 for Service Cloud Voice, do not enable this option. It is for digital channels, and Agent for SCV only supports voice channels. Enabling it causes issues with Agent for SCV.

  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.