What is automatic call distribution (ACD)?

AI-generated summary

Genesys Cloud's automatic call distribution (ACD) is the contact center art and science of getting the right call to the right person as quickly as possible. ACD concepts include evaluation and routing methods for inbound and outbound calls and emails. Genesys Cloud provides ACD capabilities through interaction routing features that can be configured based on business needs. Additional Genesys Cloud training resources cover fundamentals of ACD and routing.

ACD is the contact center art and science of getting the right call to the right person as quickly as possible. To learn more:

Take the Genesys Cloud Routing course

Geared toward system administrators and routing designers, this 15-minute course covers concepts and basic flows for inbound and outbound traffic. Covering both calls and emails, you will learn about the following topics:

Basic ACD concepts including evaluation & routing methods
Overview of inbound flows for calls & emails
Callback configuration and related IVR dependencies

For more information, see .

Take additional self-paced training

Learn more about the fundamentals of ACD, including concepts, routing methods, and agent utilization at Genesys Beyond.

Read about ACD and interaction routing

Read our help for detailed information about how Genesys Cloud routes interactions and the options for configuring ACD processing.

[NEXT] Was this article helpful?

Get user feedback about articles.