ACD Functionalities

by | Mar 8, 2010 | Non classé, UCCX, Written Theory | 1 comment

As for the IVR , here are the functionalities that ACD can provide depending the licensed package:

  • Basic call routing and queuing like conditional routing and agent selection. In other words , CSQ as a pool of agents or directly to a specific agent.
  • Routing based on skills and compentencies
  • Agent routing based on ready state
  • Capability to dynamically modify and apply CSQ skills and compentencies
  • Prioritized queuing based on customer data
  • Customizable scripting
  • Historical reporting
  • CAD :  Tools for agents to login/logout of the IPCC  and perform tasks as controlling ACD state, controlling calls,displaying information and statistics.
  • IP Phone Agent (IPPA) : XML application which runs on IP Phone and permits the same as the CAD
  • Cisco Supervisor Desktop (CSD) : Allows supervisors to view and change agent state, to monitor calls, to record calls and send messages.