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Automatic Call Distributor (ACD)

Definition:

Automatic Call Distributor (ACD) is a system that routes incoming calls to the appropriate agents based on pre-defined criteria.

Key Elements:

Call Routing Efficiency: Optimizes the distribution of calls to reduce wait times.

Load Balancing: Ensures an even distribution of calls among available agents.

Reporting Features: Provides insights into call volume and agent performance.

Why ACD Matters:

ACD systems enhance customer service by ensuring callers are connected to the right agent quickly, improving overall satisfaction.

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