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Automatic Call Distribution

Service Description

Automatic Call Distributor (ACD) is a call routing tool used for evenly distributing incoming calls to a group of people, such as a call center. Any customer service function is an ideal candidate for ACD.  Incoming calls are pooled together into a queue and are distributed on a first-come, first-serve basis to the agent that has been idle the longest amount of time.  Real-time and historical reporting features provide supervisors with the information they need to make adjustments in the distribution of calls. This function is provided through the use of an MIS software package (Global Navigator-GNAV). Automatic Call Distribution is available to Vanderbilt staff.

FEATURES:

  • Skill-set call distribution: Allows the system to send the call to the agent with the most expertise in the subject matter. If that agent is not available, it sends the call to another agent with that skill set.
  • Overflow capability: You can set the parameters to offer the call to another group of agents should your agents not be able to answer the call promptly. Overflow can be triggered by either the number of calls or the length of time in queue.
  • Call accounting: The system counts the calls as they enter the queue. This provides detailed information to the supervisor as to how many calls are entering the agent group at each half hour increment of the day. Call accounting is extremely helpful in forecasting the number of calls that will be received and in planning your staffing needs accordingly.
  • Lost call reporting: The system provides real-time and historical reporting on the number of callers that hang up before reaching an agent, as well as how long they waited before hanging up. This allows a supervisor to learn about the tolerance level of the callers, and make adjustments in staffing or call flow to meet the callers' expectations.
  • Delayed call reporting: The system provides real-time and historical data on how long calls wait in queue before reaching an agent. This information is critical when trying to provide a consistent level of service expected by callers.
  • Detailed reporting on group performance: The number of calls offered, the number of calls answered, the number of calls overflowed to another group, and the number of lost calls are all important pieces of data when trying to determine if the performance of a group of agents is adequate. This information helps the supervisor determine staffing and training needs.
  • Quality assurance monitoring: Many ACDs are equipped with the ability to let a supervisor listen while a call is in progress or listen and tape a call in progress. Both methods are effective in helping agents improve their quality in telephone etiquette and in helping the supervisor identify training needs.

 

Support Contact

Telephone Repair Service: 1-1611 or 615-421-1611

 

Service Charges or Fees

ACD agent charge: $25 per month per agent
ACD phone line charge: $40 per month
$5 for each line app 
GNAV: $50-per-month license charge

 

Requesting Service

A department representative can complete an order by submitting a Consultation Request from our SerVU Voice Services Catalog.

Clicking the link above will take you to a login page. After logging in, click on the "Voice Services Catalog" link in the upper-left side of your screen.

Voice Services Catalog Picture 


Once in the catalog, click on "Consulting" and submit the request. You will receive a confirmation email. A customer service representative will contact the department representative upon receipt of the request and make arrangements to provide the service.

  

What You Can Request

Change ACD Log on Code
Delete ACD
Remove ACD Log on Code
Add GNAV Account
Change GNAV Account
Remove GNAV Account
Change an ACD
Add a new ACD
ACD System Consultation

  

Related Services

Telephone/Voice Services

 

Service

Telephony
 

Service Category

Communication and Collaboration