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 .

Take additional self-paced training

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

Read about ACD and interaction routing

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

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