Automatic Call Distribution

Small-medium call centers can manage call queues with user-friendly supervisor tools and detailed reporting


  • Tools to Improve Operations

Easily assess your call center’s effectiveness with customizable Call Disposition Codes.

  • User-Friendly, Detailed Reporting

Supervisors can quickly create ad-hoc or scheduled reports based on your Key Performance Indicators

  • Reduce New Agent Training Time

Supervisors can Monitor (listen to calls in progress), Whisper (speak to the agent without the caller hearing), or Barge-In (speak so that both the agent and the caller can hear) to calls in progress resulting in reduced agent training time and delivering a high-quality, consistent support experience for callers.

Key Features

  • Supervisor and Agent Dashboards
Displays calls in queue and agent activity, and allows supervisors to create/view reports. It also provides agents with their own dashboard that allows the agent tno see calls in queue and wait times.
  • Ad-Hoc and Scheduled Reporting
Dozens of reporting options available that can be viewed for current call center activity or historically, scheduled and delivered regularly, and downloaded as a csv file.
  • Monitor, Whisper, Barge-in
Allow supervisors to:
  1. Listen in on a current call between an agent and a customer
  2. Speak to or advise an agent during a call, without the customer hearing
  3. Fully join the call, speaking to both the agent and the customer
  • Dynamic Hold Announcements
When used in conjunction with a Music On Hold server, ACD provides the option to configure dynamic queue status announcements, which are played to waiting callers to advise them of their position in the queue, and the approximate time until their call will be answered.
  • Configurable Agent States
Allow agents to indicate their current availability. These include a Wrap-up state which can be used by agents when completing any clerical duties after finishing a customer call.
  • Call Disposition Codes
Allow agents to indicate how completed calls were resolved. Disposition Codes can be customized to fit your business.
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