Top 3 Automated Call Distribution Rules That You Must Know
Automation has become an integral part of so many technology driven tools. The contact center solutions are not left behind. A majority of companies investing in developing the best call center software invest in technologies like artificial intelligence. Therefore, they integ rate automation as a core feature in this software. An automatic call distribution system integrated into a call center solution can have m ultiple automated call routing strategies. Depending on the software that you have purchased, you can receive different types of automated call distribution (ACD) features. However, there are three most popular and considered as the top ACD rules that your software for call center must have. 1. Skill based call routing The automatic call distribution system or system must have this feature. It analyze s the call request and caller details. Based on the customer and the customer’s query, this call routing rule will route the call of the customer to the most skilled ag...