ACD routing is the process in which your Automatic Call Distribution (ACD) system routes inbound calls to the appropriate agents/departments based on IVR inputs and the criteria and rules you establish beforehand.An ACD distributor system can route calls using the following techniques:
Round robin – routes calls to agents equally in a circular manner.
Skill-based routing – routes incoming calls to agents with the skills required to address the query.
Talk time – routes calls to agents based on who has been idle the longest and has the least talk time.
Time-based – assigns calls to agents within specified business hours of a day.
Simultaneous – routes incoming calls to all available agents simultaneously, and the first agent who picks the call handles the customer.
Weighted – routes a certain percentage of calls to specific teams – 20% to Team A, 40% to Team B, 40% to Team C, etc.- adding up to 100%.