A system that routes interactions based on an algorithm which determines the best available agent for an interaction

GCP-GC-ADM 1 Comment

A system that routes interactions based on an algorithm which determines the best available agent for an interaction
A . Architect
B . Automatic Call Distribution
C . Call Routing
D . Scheduling

Answer: B

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bbarreras2008
bbarreras2008
8 months ago

Explanation: ACD is a standard contact center term used to reference the system, device, or entity that automatically assigns waiting interactions to available agents using routing rules. ACD calls are associated with a queue.
Non-ACD calls are not associated with a queue.
ACD is the contact center art and science of getting the right call to the right person as quickly as possible.

https://help.mypurecloud.com/articles/about-interaction-routing/

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