Routing engine that distributes incoming calls to the right agent based on skills, queue priority, and availability.
ACD (Automatic Call Distributor)
Routing engine that distributes incoming calls to the right agent based on skills, queue priority, and availability.
ACD stands for Automatic Call Distributor — the routing engine that distributes incoming calls (or any contact) to the right agent. Modern ACDs handle voice, email, chat, SMS and social channels with the same routing logic. Routing methods include round-robin, skill-based routing, attribute-based routing (CRM data, customer segment), longest-idle agent, and AI-predicted intent routing.