Automatic Call Distribution (ACD)

ACD is a software feature for traditional telephones. It distributes incoming calls equally to unit agents and provides music or announcements for calls holding in a queue. 

ACD supervisors:

  • Can monitor the number of calls in queue, the wait time of the oldest call, and which agents are logged in.
  • Receive daily statistics of calls received, answered, and abandoned before reaching an operator. 
  • Receive monthly email reports.