Structure of a simple ACD
©2013 Analicomm, Inc., Columbus, Ohio
CLICK TO ADVANCE
of 12
Incoming calls pass through the queue
and are distributed by the ACD.
When all agents are busy, incoming
calls are stacked in the ACD queue until an
agent becomes available.
Calls stacked in the queue receive
regular recorded announcements to assure
callers their call is still in process.
Supervisors are provided real-time
status information to oversee the group’s
performance.
