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Automatic Call Distribution (ACD)

An Automatic Call Distributor (ACD) is an effective telecommunications tool for evenly distributing incoming calls to a group of people. Any customer service function is an ideal candidate for an 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. This provides the work group with an even work load, and provides your callers with optimum service. You can also set parameters to overflow calls to another group of agents, should the call volume be more than your group can handle within a specific amount of time. Real time and historical reporting features provide supervisors with the information they need to make adjustments in the distribution of calls quickly to improve the service level to the caller. This function is provided through the use of a MIS software package (Navigator).

The Support team within VUIT provides consulting services. We can work with you to determine if an ACD application would be beneficial to your organization, and guide you in the selection of a system that meets your needs and integrates with your telecommunications equipment.


  • 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 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 planning your staffing needs.
  • Lost call reporting: The system provides real-time and historical reporting on the number of callers that hang up before reaching an agent, and how long they waited before hanging up. This allows a supervisor to learn about the tolerance level of the caller, and make adjustments in staffing or call flow to meet the caller? 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 helping the supervisor identify training needs.

A department representative can complete an order in the VUIT product and services catalog in eProcurement at: A customer service representative will contact the department representative upon receipt of the order and make arrangements for providing you with service.

Last Modified: 2016-08-04