What is automatic call distribution?
A) Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
B) Directs customers to use touch-tone phones or keywords to navigate or provide information
C) A phone switch routes inbound calls to available agents
D) None of the above

Question

Quizplus · Accepted Answer

Automatic call distribution (ACD) is a phone system feature that directs incoming calls to specific agents or departments within a company. The phone switch routes the calls to available agents based on specified criteria, such as agent skills or call priority. ACD helps to improve customer experience by reducing wait times and increasing the likelihood of first call resolution. Options A and B are not accurate descriptions of ACD.

What Is Automatic Call Distribution