How to Configure ACD

Customer Interaction Center's ACD is intelligently matches interactions to available agents under two scenarios.

The first scenario occurs when an interaction arrives in the ACD queue and there are many agents available to answer the interaction. In this scenario, the goal is to pick the most appropriate agent for that interaction. You configure ACD processing to pick the most appropriate agent based on skills, cost, and the amount of time an agent has been available. You can also create custom attributes on which the agent is selected.

The second scenario occurs when there are many interactions waiting and an agent becomes available. The goal for this scenario is to select the most appropriate interaction for the available agent to pick up. Again, you configure ACD processing to select the appropriate interaction based on an agent's skills, the interaction's priority, and the amount of time an interaction has been waiting in the ACD queue or system.

For more information about how Customer Interaction Center matches agents to interactions in both scenarios, see the following:

• Scenario 1: Two or more agents available to take an interaction

• Scenario 2: Many interactions to be answered, agent becomes available