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:

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 Genesys Cloud Routing course.

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 PureCloud routes interactions and the options for configuring ACD processing.