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CALLCENTER ACD SOFTWARE

This provides detailed information to the supervisor as to how many calls are entering the agent group at each half hour increment of the day.

Call accounting: The system counts the calls as they enter the queue.

Overflow can be triggered by either the number of calls or the length of time in queue.

Overflow capability: You can set the parameters to offer the call to another group of agents should your agents not be able to answer the call promptly.

If that agent is not available, it sends the call to another agent with that skill set.

Skill-set call distribution: Allows the system to send the call to the agent with the most expertise in the subject matter.

CALLCENTER ACD SOFTWARE

This function is provided through the use of an MIS software package (Global Navigator-GNAV). Automatic Call Distribution is available to Vanderbilt staff. Real-time and historical reporting features provide supervisors with the information they need to make adjustments in the distribution of calls. Incoming calls are pooled together into a queue and are distributed on a first-come, first-serve basis to the agent that has been idle the longest amount of time. Any customer service function is an ideal candidate for ACD. Interim Chief Information Officer GermanoĪutomatic Call Distribution Service DescriptionĪutomatic Call Distributor (ACD) is a call routing tool used for evenly distributing incoming calls to a group of people, such as a call center.