Automated Call Distribution (ACD) is a feature that is commonly provided by call center solutions providers which equitably distributes incoming calls among a designated group of agents or telephones. It is the heart of an inbound call center, and enables operations to run smoothly.
One of the most common ways that ACD is utilized is through a PBX-based ACD that uses tradition call routing scheme. Agents are assigned to queues, and the ACD takes incoming calls directly from customers and routes them to the next available agent.
The ACD system can also route calls based on several different factors, including:
- Time-of-day Routing: Time of day routing allows companies to route calls based on operating hours. For example, if a company has two locations with different operating hours, time-of-day-routing can ensure that callers reach the right location at the right time.
- Skill-based Routing: With skill-based routing, the call center server gathers information about the incoming call and uses it to determine the routing and treatment. The call is then routed to the local or remote agent with the right skills to most efficiently and effectively handle the call.
- Percentage-based Routing: Percentage-based routing allows users to route calls to different locations based on a percentage ratio. For example, if there were 25 agents in one location and 75 in another, percentage-based routing would enable 25% of calls to be routed to the first location, and 75% to the other.
- Geographic Routing: Geographic routing allows calls to be routed to the correct location based on the origin of the call. For example, if a company has a location in the USA and a location in South Africa, calls that originate in Canada or the United States would be directed to the USA location, while calls originating closer to South Africa would be directed to that location.
With ACD, call centers can be certain that calls are not being missed. Through the variety of customizable options, ACD is a feature that fits to the company, no matter what their needs may be.