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ACD Automatic Call Distribution – there are many different models for ACD. Lowend
ACD is minimal queuing capability for a station or group of stations with little or
no reporting/monitoring. Low to Mid-level ACD will usually include more detailed
reports and other ACD features such as Silent Monitor, overflow queuing and
messaging. High-end ACD will generally include features like Skills based routing,
Time-of-day routing, Agent-Supervisor communications, elaborate/customizable
report capabilities, CTI interfaces for database lookups, IVR integration. In addition
there is usually support for large numbers of agents and Supervisors have extensive
monitoring, management and reporting capabilities....