Lesson 2: Managing the Call Center Workload

The Automatic Call Distribution (ACD) system routes chat or call requests efficiently to balance the workload among the pool of available agents. In this course you will learn how to configure and enable the various ACD settings, to create Ranking Rules and set conditions for them in the Rules Engine, to configure Skills, and to set up the Predictive Dialler.

1) Enabling ACD (video)
Learn how to enable the Automatic Chat Distribution (ACD) feature. To view the video: Use your browser to zoom in until the video on this page is la...
Wed, 15 Nov, 2017 at 9:20 AM
2) Setting up ACD per Account (video)
Set up Automatic Call Distribution (ACD) globally for your entire account, to automatically balance your agents’ workloads. To view the video: Use y...
Wed, 15 Nov, 2017 at 9:22 AM
3) Setting up ACD per Operator Group (video)
Define an Automatic Call Distribution (ACD) set for a group of operators to allow for unique workflows or types of customers. For example, you can create a ...
Wed, 15 Nov, 2017 at 9:23 AM
4) Creating the Ranking Rule (video)
Learn how to create ranking rules that will instruct the system to flag high-priority visitors so you can give them precedence in your chat queue. To vi...
Wed, 15 Nov, 2017 at 9:25 AM
5) Configuring the Skill (video)
Skills are groups of agents that share a common capability, provide a specific service or posses a specific knowledge. By using skills you can assign the vi...
Wed, 15 Nov, 2017 at 9:26 AM
6) Setting up the Predictive Dialer (video)
Learn how to define the Predictive Dialer to streamline chat traffic to agents, and to ensure that invitations to chat are not presented beyond agent capaci...
Wed, 15 Nov, 2017 at 9:28 AM
Additional Resources
To learn more, read the following knowledgebase article(s). Using Automatic Call Distribution (ACD)
Thu, 2 Nov, 2017 at 6:55 AM