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The Fundamentals of Automatic Call Distribution 

  • October 16, 2022

Modern call center solutions are loaded with the best features and functionalities. Automation is the major emphasis of modern solutions. One of the most popular automation features available in modern contact center solutions is automatic call distribution. Some companies do not use full fledged intelligent call center software. Rather they use an automatic call distribution system.

With mounting popularity, the features and capabilities of this solution have also risen. To give you a more detailed understanding of this automation solution, we have jotted down the important facts and fundamentals of automatic call distribution (ACD).

What is ACD?

As the name suggests it automates the process of distributing calls.

In a call center or business that handles massive incoming call volume, effectively handling calls becomes crucial. Moreover, in such organizations, more than one department exists. The calls get routed to the right department. The automatic call distribution software automates this process of routing calls to the right agent in the right department.

The modern day ACD and contact center solutions consist of multiple automated call routing rules.

What are the major types of ACD?

Different call center solutions can have different types of ACD rules and it completely depends on the provider. However, there are some rules that are must have for successful operations of incoming call centers or businesses. Thus, the following are must have rules in your automatic call distribution system.

1. Skill based call routing

As the name suggests, this rule analyzes an incoming call depending on the criteria of customer type, query or concern, spoken language, skills required to resolve the query, etc. Based on this information, it maps the agent skills stored in the software and routes the call to the call queue of an agent that has most of the skills to resolve customer concerns. The ACD solution provider incorporates this as one of the fundamental call routing strategies to help call centers increase customer satisfaction.

2. Sticky Agent

In a business in which customer experience is the prime concern, the sticky agent is the most useful ACD. It makes sure that every time a customer contacts the business, his or her call gets connected with the same agent. This helps in boosting customer relationships and thus, it is a must have ACD.

3. Least talk time call routing rule

In call centers, agent productivity is as important as customer experience. The least talk time call routing strategy helps in giving equal opportunity to all agents to perform better and productively. It identifies agents with the least talk time during the shift compared to other agents and assigns calls to that agent.


In conclusion, automatic call distribution software provides multiple features to the business to handle incoming calls in different ways. An ACD solution provider aims to improve the efficiency of handling calls and increasing the performance of a business. The Call Center business using an automatic call distribution system also focuses on increasing customer satisfaction and retention. All this makes it necessary to care about ACD rules.

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