Automated Call Distribution System—The Basics
When clients show interest in pursing an Automated Call Distribution (ACD) service, the following documentation assists the client with crucial decision points that help design their departments call flow based on their input. The client's input results in the design of the ACD Specification template sheet that both the Client Consultant refers to and submits for activation by the Systems Engineering group on the ACD system of the telephone switch.
Decision points client must answer when subscribing to ACD
Agent set up questions
Understanding how the three ACD "Threshold Routes" work for your call flow
Definition of ACD features
Different States of an ACD set
Log In and Log Out Instructions
Using Your ACD Telephone Set
Enhancements to an ACD Pilot that complement department service delivery
Frequently Asked Questions
Summarized ACD Group Call Analysis
Agent by ACD group Performance Report
ACD Group by Agent Performance Report
Scheduled reports-what type of reports to choose from
CCMIS software requirements and expectations
