About interaction routing (ACD)


Understand how interaction routing works

Learn how PureCloud processes incoming interactions and dynamically selects the most appropriate agent to handle an interaction using PureCloud ACD, PureCloud’s automatic call distribution system. 


Learn about the options for configuring interaction routing

As a queue administrator, you can specify how a queue’s ACD processing should work. The evaluation method that you select determines how PureCloud processes skill requests, and the routing method determines the use of standard ACD or bullseye routing. Each combination of evaluation and routing methods results in different routing behavior.


Configure interaction routing for a queue

Each queue configuration includes settings for interaction routing. The queue configuration indicates which evaluation and routing methods the queue uses, assigns queue members to bullseye rings, and defines queue members’ maximum capacity for handling interactions. 


Configure skills-based routing 

In addition to the queue configuration, you must add ACD skills and languages to use with skills-based routing, and then assign them to the agents who are proficient with those skills and languages.


Configure other interaction routing information

Learn more about setting up and configuring ACD email routing and ACD message routing for your organization.