WHAT IS ACD?
1.1 Equitable Distribution of Calls Among Agents
Automatic Call Distribution (ACD) uniformly distributes calls among member agents of a programmed ACD Group. When a call rings into an ACD Group, the system automatically routes the call to the agent that has been idle the longest. Automatic Call Distribution is much more sophisticated and comprehensive than Department Calling and other group services – it can accurately judge the work load at each agent and distribute calls accordingly. Automatic Call Distribution operation is further enhanced by:
ACD Announcements (which play to incoming callers) ACD Call Queuing ACD Overflow
Agent Log In and Log Out Services Flexible Time Schedules
Equitable Distribution of Calls Among Agents
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