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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....
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