Tell Me About ACD Queues

Automatic Communication Distribution (ACD) is a system that intelligently routes interactions based on agent availability, caller input, agent skill levels, volume of interactions, time of day, agent groups, trunk line, costs, priority, or other variables. ACD quickly finds the best match between agent and interaction by calculating agents’ scores and interaction scores. Several subroutines provided with the CIC clients offer ACD functionality.

An ACD queue is a workgroup queue that is set up to deliver ACD calls. ACD calls are routed to the appropriate Workgroup based on caller input. All members of that Workgroup (call agents) are expected to have a core set of skills required to handle any call on that queue. Further ACD processing directs the call to the most appropriate agent who is a member of that Workgroup based on each agent's User ACD configuration.

Tip: For more information on ACD processing, see the white paper ACD Processing: CIC's Automatic Communication Distribution and the ACD Processing Technical Reference in the PureConnect Documentation Library on the CIC server.

I'm ready to set up an ACD Queue.