ACD stands for Automatic Call Distribution. The purpose of ACD is to find out the best possible agent to transfer the call. Normally this logic works in two steps. In First step system finds out the agent group based on skill required to handle this call. In Outbound call center scenario skill required to handle the call is known based on the calling list information. On the other hand in case of inbound call center this information is taken using IVR prompts or IVRS port ID etc. In second step, system finds out least occupied agent within the list of appropriate agents. In case no agent is available, this call can be put in the call queue, diverted to Voice Messaging system or a supervisor based on the business logic.

 

• ACD is a vital part of call center functions. It provides following features.
  
• Implemented in software, so that ACD logic can be modified according to the business logic.
  
• Improves call center efficiency by intelligently routing the call to the right agent.
  
• Implements Skill Based Routing.
  
• Makes sure that call is equally distributed to the agents, so that no agent is excessive or less burdened..
  
• Integrated with other part of call center software to keep track of agent status.