If a service desk uses an automatic call distributor (ACD) to allow a French-speaking customer to have the best chance of talking to an analyst that also speaks French, this is an example of ____.
A)automatic call distribution
B)skills-based routing
C)queuing
D)needs-based routing

Question

Quizplus · Accepted Answer

Skills-based routing is a feature of many automatic call distributors (ACD) that routes calls to the agent best suited to handle the caller's needs, in this case, language proficiency.

If a Service Desk Uses an Automatic Call Distributor (ACD)