Configure Priority for a Skill for Dynamic Delivery - CXone

Publisher

NICE

URL

https://help.nicecxone.com/Content/acd/routing/dynamicdelivery/configureskillpriority.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

• Acceleration adds its configured value to priority for every minute in queue, is applied in seconds increments, defaults to 1 and has a minimum of 0. in context
• Under the documented formula, a contact reaches Maximum Priority after roughly (Maximum Priority - Initial Priority) / Acceleration minutes in queue, and never escalates when Acceleration is 0. inferred in context
• With Initial Priority 110 and Acceleration 10, a contact queued for four minutes reaches priority 150. in context
• CXone computes an interaction's overall queue priority as (time in queue x Acceleration) + Initial Priority, capped at Maximum Priority. in context
• Initial Priority and Maximum Priority range up to 9999 for ACD skills and up to 1000 for digital skills; Maximum Priority defaults to 1000. in context
• A Studio script overrides the skill's priority settings when the Reqagent Priority Management property is changed from Default, which uses the skill's settings. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Configure Priority for a Skill for Dynamic Delivery - CXone. WarmTransfer. https://warmtransfer.net/knowledge/sources/nice-help-skill-priority-dynamic

BibTeX

@misc{warmtransfer-nice-help-skill-priority-dynamic,
  title  = {Configure Priority for a Skill for Dynamic Delivery - CXone},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/nice-help-skill-priority-dynamic},
  note   = {NICE, accessed 2026-09-24}
}