What Is the ACD Panel and What It Can Do for You?

ACD (Automatic Call Distribution) helps you control, manage and analyze the activity and performance of your call center. It distributes calls to various queues and agents in a manner that increases productivity and responsiveness. Queues are constructed according to specific criteria and rules which are designated to handle calls placement and overflow.

The ACD Panel is your interface to the ACD and your call center. It provides a view of available agents, details of how many calls are active per department, and allows removal of unproductive agents from a queue. The exact wait time of callers is shown, along with a visual colored display that changes as the length of time increases. 

  Think of the ACD as your road system infrastructure, including traffic lights, signage and traffic officers. The ACD Panel is your central traffic control hub.

The ACD Panel includes powerful tools for generating historical reports and live overviews of any active call flows so they could be managed efficiently. It also supports a user-friendly manual control for assigning calls to a specific agent or queue with a simple drag-drop mechanics. 

Additionally, you can set up customized alerts to address select call scenarios such as long wait times or excessive amount of missed calls, to always keep you on top of the daily operation of your call center.

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