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Interaction Designer Help
Introduction to ACD Tools
This topic describes the ACD (Automatic Communication Distribution) features of CIC. Specifically, it defines ACD in CIC, describes the parameters CIC monitors to make ACD work, and the ACD processing flow. Before you begin configuring CIC's ACD, be sure to read the CIC ACD Processing Technical Reference located in the PureConnect Documentation Library. This technical reference also contains information about how to configure email for a custom workgroup.
ACD in CIC
In CIC, ACD is the intelligent routing of interactions (like calls and chat sessions) to available agents in Workgroup queues. CIC uses assigned skill requirements to intelligently route incoming interactions to a qualified, available agent. Agents are assigned skill levels and other attributes in Interaction Administrator.
CIC can route calls based on the following:
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Agent skills
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Agent cost
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The amount of time an agent has been available
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Custom agent attributes that you create in Interaction Administrator
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Call priority
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The amount of time a call has been holding in a queue
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The amount of time a call has been connected in CIC
Click on one of the tools below for more information about that tool.
ACD Initiate Bullseye Processing