Meaning of acd in call center7/23/2023 ![]() This statistic can be used as a queue condition in IVR Routing.ĪNI (Automatic Number Identification) is a service that provides receivers of telephone calls with the caller information. If an agent is configured as a part of an agent group and is logged in, the agent is counted as available, even if they are not present in that agent group. In MiContact Center, Active Directory is synchronized with YourSite Explorer to align Active Directory security groups and users with MiContact Center employees and employee groups within selected organizational units.Īn agent is a contact center employee, assigned an Agent ID, who receives calls routed toĪgents available is a real-time statistic indicating the current number of agents who are logged in and not in Make Busy or Do Not Disturb. For example, a contact center can have an ACD path for sales, which routes callers to the agents taking sales orders.Īctive Directory is a directory service created by Microsoft that is used for managing a domain. ACD paths direct callers to the agents or agent groups best suited to handle the calls. ACD handling timeĪCD handling time is a parameter for MiContact Center that provides the sum of all events from answer to hang up of an ACD call.Īn ACD path is a predefined route that a call follows before reaching an agent. ACD calls interflowed See Interflow.ĪCD calls offered See Calls offered. See Classification Codes, Fixed Length Account Codes, Forced Account Codes, Non-Verified Account Codes, Verified Account Codes.ĪCD (Automatic Call Distribution) is a call distribution mechanism that distributes calls to a pool of available queue members.ĪCD is a state applied to a queue member while they are handling an ACD call.ĪCD calls handled See Calls Handled. Account codes can be verified, non-verified, fixed length, or forced. As well, they can be used by agents as classification codes for incoming calls. This section includes terms that may not be applicable to your software licensing level.Īn abandoned call is a call that the caller ends before the call is answered.Īccount Codes are classifiers that can be applied to call records and used to identify unique attributes about the caller or call for individual departments, projects, or services to generate reports on them.
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