Automated Call Distribution (ACD)
Automated Call Distribution (ACD) is a system designed to route incoming calls
evenly to available personnel. ACD allows the following functions:
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Processes incoming calls more effectively by routings calls in the order of
arrival (“first-come, first-served” basis) and ensure workload is evenly
distributed among the personnel (agents)
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Allows agents to log in and out of system at any ACD station and answer calls
for their department
- Reduces or eliminates abandoned calls (hang ups)
- Circulates a single number to customers
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Enables supervisor to monitor current call activity for training and quality
assurance purposes
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To support ACD, the Navigator management information system will be installed
on the supervisor’s desktop for tracking call activity and agent performance
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Navigator measures and reports the performance of individual agents, agent
groups, pilot numbers, individual trunks and trunk groups, which is useful in
optimizing resources to maximize agent productivity and minimize caller wait
times
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Navigator provides standard reports and charts to assist in evaluating ACD
system performance, and reports can be viewed on screen or sent to a printer
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Navigator provides real-time information for managing the current state and
status of the contact center