Routing - CXone Help Center

Publisher

NICE

URL

https://help.nicecxone.com/content/acd/routing/routing.htm

Published

unknown

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

NICE proprietary help content; no-redistribution; short excerpts and locators only

Source notes citing this source

• NICE describes dynamic delivery as the recommended CXone routing experience and the default for new systems, with static delivery as the legacy alternative. in context
• Preferred agent routing, multiple routing attributes, real-time routing rules and contact elevation across channels are available with dynamic delivery but not with static delivery. in context
• CXone routing criteria for an interaction include its ACD skill, its priority when placed in queue, a bullseye proficiency range, and any routing attribute defined for the skill. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Routing - CXone Help Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/nice-help-acd-routing-overview

BibTeX

@misc{warmtransfer-nice-help-acd-routing-overview,
  title  = {Routing - CXone Help Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/nice-help-acd-routing-overview},
  note   = {NICE, accessed 2026-09-24}
}