Agent Routing

7 Proven Benefits of Automatic Call Distribution

First of all, let us understand what is Automatic Call Distribution? Automatic Call Distribution is the process of routing incoming calls to the most suitable agent who can answer the caller’s need appropriately. It is practiced through a ACD (Automatic Call Distributor) system that distributes call based on pre-defined rules including skill-based call routing, First-In-First-Out, …

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