What is automatic call distribution (ACD)?


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

Watch a brief overview 

View a 2-minute video that describes ACD and explains how PureCloud routes a call to the appropriate person.

Take our self-paced training

Learn more about the fundamentals of ACD, including concepts, routing methods, and agent utilization in our self-paced training course.

Read about ACD and interaction routing

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