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Wood tiles Suppliers ACD is commonly used in telephony, where ACD refers to "Automatic Call Distribution" or "Automatic Call Distributor". Simply, a system that does the distribution of incoming calls automatically to a group of people or agents. This is also called "Queues", where incoming calls are put in a call queue distribution process.

ACD Strategies

The ACD is built using some basic call distribution strategies. Most commonly used strategies are:

    Linear call distribution: Calls are distributed in a fixed order to the agents.Round-robin distribution: Calls are distributed in circular order, one-after-another in a circular loop.Least recent distribution: Calls are distributed to the agent who has been waiting for long duration.Ring all distribution: Calls are distributed to all the available agents at once. Any available agent can pick up the call.Priority/Skill based distribution: Calls are distributed to the available agents based on some parameters or pre-calculated percentiles that decide the priority or skill based routing.

    Automatic Call Distribution (ACDs) add value to any company ranging from SOHO to Enterprise and Corporate. They allow end customers to interact with the company using a telephone. The services vary from gathering information, getting customer service, complaint cells, banking, over-the-phone shopping, travel bookings and many more….. The list goes on.

Bond tiles Manufacturers

    The skill based routing is very effective and adds benefit in such a way that a customer gets handled by the right agent. The agents who are specialized can be grouped to handle specific customers. This really adds value to the company and improves customer satisfaction and efficiency.




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