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ACD Weighting by Campaign

Control skills-based routing of outbound calls for campaign
ACD Weighting is especially useful with blended campaigns.

About ACD

Interaction Dialer uses CIC's Automatic Call Distribution (ACD) very effectively. It routes telephone calls, chat calls, emails, and generic objects (collectively referred to as interactions) based on agent availability, skill levels, costs, priority and other attributes.

For comprehensive information about ACD, refer to the CIC ACD Processing Technical Reference in the Technical Reference Documents section of the PureConnect Documentation Library.

Interaction Center's ACD quickly finds the best match between agent and interaction by calculating agents' scores and interaction scores. Scores are calculated by a subsystem on the CIC server called the ACD Server. This subsystem's job is to quickly calculate agent and interaction scores, even when there are many interactions in an ACD queue.

Note that the Dialer Subsystem creates agent pools for each campaign when it is started, using Campaign ID as a category. If an interaction is assigned to a campaign's category, ACD Server only routes it to agents who have logged into that campaign.

Interaction Center's ACD is designed to work in two scenarios:

When there are many interactions waiting to be answered and an agent becomes available. In this case, Interaction Center selects the best interaction for that agent to answer, using a formula that calculates each interaction's score.

This Interaction score formula takes into account interaction skill requirements, priority, the amount of time an interaction has been in the ACD queue or the CIC system. If there are many interactions waiting to be answered and an agent becomes available, a score is calculated for each interaction. The Interaction with the highest score is assigned to that agent.
When there are many agents available to take an interaction. In this situation, Interaction Center chooses the best agent to take the interaction.

ACD does this by calculating a score for each agent, called the Agent score formula. If multiple agents are available when an interaction arrives in an ACD queue, the agent with the highest score receives that interaction. Agent scores take into account an agent's skills, cost, amount of time that agent has been available, and other custom attributes you define.

How campaign settings affect ACD routing

By configuring the criteria analyzed by ACD formulas, you can customize ACD routing for each outbound campaign. One way is to configure on a per-campaign basis, numeric values (called "weights") that affect ACD routing.

Weights and other values that affect the agent score formula are configured on a per-campaign basis on the Skills and ACD Tab of a campaign:

For example, if you are concerned with matching calls to agents with the best skill for that call, you can increase Agent Skill Level weight more than other weight parameters, which include call priority, time held in queue, overall time the call has been in the system, agent cost, and agent availability time.

This information helps the ACD Server pick the best agent to receive an interaction, when there are many agents available to take an interaction.