What is the ACD (Automatic Call Distribution) module?
The ACD module allows calls to be directed to specific operators based on information about the call. Based on called number, type of call and other variables the ACD will route calls to the proper operator or operator groups at the right time.
Using the ACD to improve customer service
ACD monitors calls and phone agents for user-specified time and event-based thresholds to occur. These thresholds are set so service levels can be maintained, customer service can be improved and lost opportunities can be reduced.
ACD and reporting
The ACD is capable of generating data that can be compiled into reports. Reports can include call traffic, operator efficiency, average time to answer and many more.
Skills-based routing
Skills-based routing is a call assignment strategy used in call centers to assign incoming calls to the most suitable agent, rather than simply choosing the next available agent. Skills-based routing is an important feature when operators are handling a variety of call types.