Automatic Call Distribution (ACD)
How ACDs can speed up your customer service
ACD or Automatic Call distribution is the widely used technology that can automatically distribute telephone calls in an inbound call center.
Calls are distributed based on certain call characteristics and according to the availability and skills of the call center agent.
Often, call center agents are measured by ACD performance. This
measurement tracks number of calls, how quickly answered, length of call
Call Center Terms