AcDs

An Automatic Call Distributor (ACD) is a telephony system used by contact centers to route incoming calls to the most appropriate agents or groups. ACDs manage how calls are queued, assigned, and sometimes integrated with other contact channels, with the aim of balancing workload, reducing wait times, and improving service levels and first-contact resolution.

How it works

When a call arrives, the ACD answers and applies routing rules based on agent availability, skills, language, priority, and other attributes. If a suitable agent is free, the call is connected to that agent. If no agent is immediately available, the caller enters a queue and may hear prompts, music, or estimated wait times. As soon as an agent becomes available, the ACD routes the call to the most appropriate agent according to the configured criteria.

Routing methods

ACDs employ various routing algorithms, including skill-based routing (matching topics to agent capabilities), round-robin, longest-idle time, and priority-based routing. Many systems support multi-skill agents, offering routing that balances efficiency with the need to handle specific kinds of inquiries. Some setups also use data- or caller-based routing to personalize the connection.

Channels and deployment

While traditional ACDs focused on voice calls, modern systems often support omnichannel routing, incorporating chat, email, messaging, and social channels. ACDs can be deployed on premises, hosted by a service provider, or as cloud-based solutions integrated into broader contact center platforms.

Metrics and impact

Key performance metrics include service level, average speed of answer, abandonment rate, average handle time, and agent occupancy. Effective ACD design helps reduce wait times, improve accuracy of routing, and enhance customer satisfaction.