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ACD stands for Automatic Call Distribution. It is the process by which a call center selects which agent is going to receive each call that enters the call center’s queue.
There are “states” that determine an agent’s eligibility to receive calls. An agent’s states are logged as they change throughout the day. These logs are used in reporting the agent’s activities.
Available users receive calls, and all other states designate why they are not able to receive calls.
Steve Wozniak
Co-Founder of Apple
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