An agent group, also known as automatic call distribution (ACD), is a system that routes incoming calls to a specific group of agents. Before connecting to an agent, callers are placed inside a queue, allowing agents to deal with incoming calls without losing other callers to busy signals or unanswered phones. While waiting, callers hear music and pre-recorded announcements. Agent groups can be monitored using a number of monitoring methods.

Benefits

• Agents can be apart of many ACD groups
• An agent can use the CID of the ACD when calling customers
• SIP Desktop phones buttons can be programmed for agents to log in and out of groups
• Managers can track agents performance
• Recordings can be reviewed by managers
• WebRTC user portal, make and receive inbound calls

Agent groups are often found in offices that handle high-volume customer calls from callers who do not need to speak with a specific person but who require assistance from any of multiple persons, like sales representatives and airline reservations attendants. Agent groups have a wide range of features set, that improve agent response time and also outputs agents reports.

ACD Features

• Call log
• Call backlist
• Wallboard
• Recorded calls board
• Outbound calling
• Music on hold
• Agent recovery time
• Agent selection using an advanced algorithm
• Distinctive ring
• Advanced Caller -ID presentation
• Call routing based on (Queue entry time)
• Cell phone forking
• Daily CDR reports
• CRM integration
• Recording
• Night service account
• Background music
• Announcement
• Queue Positioning Announcements
• Upload up to 10 advertisement announcements
• Callback feature
• Log in/out buttons for SIP desktop phones
• Agent group Analytics
• Calling campaigns
• Live calls wallboard
• Barge in mode, teach mode, whisper mode

For information on Vodia ACD groups call or email us.