Automated Call Distribution (ACD)

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know?An ACD system reduces wait times by just 1 minute per call, for a team handling 40 calls per agent across 50 agents can save 2,000 minutes daily.

1. What is Automatic Call Distribution (ACD)?

Automated Call Distribution (ACD) is a call routing technology used in contact centers to distribute incoming calls to the most suitable agent or department. It ensures callers are connected quickly to the right person based on criteria like agent skill, availability, or customer priority, improving both efficiency and customer satisfaction.‍

2. What is the difference between ACD and non-ACD calls?

• ACD calls are routed using intelligent algorithms that prioritize agent matching, workload balancing, and queue management.
• Non-ACD calls are typically direct lines or manually transferred, lacking the smart routing logic of ACD systems.

In a call center, ACD calls ensure smoother, faster service, while non-ACD calls may bypass tracking or routing rules.‍

3. How does an Automatic Call Distribution system work?

An ACD system works by analyzing incoming calls and routing them based on predefined rules, such as:

1. Caller input (via IVR or phone keypad)
2. Agent availability and skill set
3. Time of day or call volume

The system may integrate with CRMs, workforce management tools, or AI assistants to further streamline call flow and optimize agent performance.

Divert call to most suitable agent with call center software