{"id":6702,"date":"2020-09-12T11:34:08","date_gmt":"2020-09-12T04:34:08","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6702"},"modified":"2024-12-18T14:58:36","modified_gmt":"2024-12-18T07:58:36","slug":"what-is-acd","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-acd\/","title":{"rendered":"WHAT IS ACD? FUNCTIONS AND HOW TO SET IT UP IN CONTACT CENTER."},"content":{"rendered":"

What is ACD?<\/h2>\n

ACD<\/strong> (Abbreviation for Auto Call Distribution) is a feature in the call center. Contact Center<\/a>,<\/span> has the ability to automatically route calls to the appropriate department or agent based on pre-set rules.<\/span><\/p>\n

Benefits<\/h2>\n

On the customer side:<\/strong> ACD helps route calls to the appropriate staff or department based on demand, enhancing the customer experience.<\/span><\/p>\n

On the business side:<\/strong> Increase the work efficiency of call center agents by eliminating the need to manually receive calls. Help the call center operate in a more systematic and efficient manner.<\/span><\/p>\n

How does ACD work?<\/h2>\n

ACD routes calls based on pre-programmed rules. It usually coordinates\u00a0IVR<\/a><\/span> to exploit customer input information, then classify and route calls to the appropriate operator according to Skill-Based routing<\/a><\/span>.<\/span><\/p>\n

Procedure:<\/strong><\/p>\n

    \n
  1. Receive call<\/span><\/li>\n
  2. Information mining, demand identification<\/span><\/li>\n
  3. Calculate traffic, waiting time<\/span><\/li>\n
  4. Distribute calls to the appropriate department<\/span><\/li>\n<\/ol>\n

    Example of a typical ACD.<\/h3>\n

    \"ACD<\/p>\n

    ACD Functions in Contact Center<\/h2>\n

    Intelligent call distribution.<\/h3>\n