ACD term

Automatic Communication Distribution is a system that routes interactions based on agent availability, caller input, agent skill levels, volume of interactions, time of day, agent groups, trunk line, or other variables. Several subroutines provided with the CIC clients offer ACD functionality.

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.