Editorial

What is Automatic Call Distribution?

Published on:

July 15, 2019

Automatic Call Distribution (ACD) is a system that efficiently routes incoming calls to a group of agents, placing callers in a queue with hold music or announcements to prevent lost calls. It's especially beneficial in call centers, where it allows multiple agents to assist customers without waiting for specific individuals. Key features include call logging, advanced routing, performance tracking and CRM integration, all designed to enhance customer satisfaction and operational efficiency.

An agent group, also known as automatic call distribution (ACD), is a system that routes incoming calls to a specific group of agents. Before connecting to an agent, callers are placed inside a queue, allowing agents to deal with incoming calls without losing other callers to busy signals or unanswered phones. While waiting, callers hear music and pre-recorded announcements. Agent groups can be monitored using a number of monitoring methods.

 

Automatic Call Distribution Diagram

    Benefits  

  • Agents can be apart of many ACD groups
  • An agent can use the CID of the ACD when calling customers
  • SIP Desktop phones buttons can be programmed for agents to log in and out of groups
  • Managers can track agent performance
  • Recordings can be reviewed by managers
  • WebRTC user portal, make and receive inbound calls
Vodia Agent Group Setup

Agent groups are often found in offices that handle high-volume customer calls from callers who do not need to speak with a specific person but who require assistance from any of multiple persons, like sales representatives and airline reservation attendants. Agent groups have a wide range of features that improve agent response time and also outputs agent reports.

ACD Features

  • Call log
  • Call backlist
  • Wallboard
  • Recorded calls board
  • Outbound calling
  • Music on hold
  • Agent recovery time
  • Agent selection using an advanced algorithm
  • Distinctive ring
  • Advanced Caller -ID presentation
  • Call routing based on (Queue entry time)
  • Cell phone forking
  • Daily CDR reports
  • CRM integration
  • Recording
  • Night service account
  • Background music
  • Announcement
  • Queue Positioning Announcements
  • Upload up to 10 advertisement announcements
  • Callback feature
  • Log in/out buttons for SIP desktop phones
  • Agent group Analytics
  • Calling campaigns
  • Live calls wallboard
  • Barge in mode, teach mode, whisper mode

For information on Vodia ACD groups, visit https://doc.vodia.com/agentgroups

Take Vodia PBX for a spin, https://doc.vodia.com/software

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