Automatic Call Distribution (ACD): What It Is and How It Optimizes Call Routines
When your team is manually routing conversations, juggling queues, or dealing with constant misdirects, it’s a productivity sink and a customer experience killer. And that’s why someone invented Automatic Call Distribution (ACD). ACD is a smart, rules-based system that automatically routes incoming calls to the right agent based on: Skill-based routing logic, Availability, or Any […]