What is skills-based routing in ACD?

Skills-based routing matches callers to agents based on agent skills (language, product knowledge, state licensing). For insurance, this ensures <a href="https://www.medicare.gov/" target="_blank" rel="noopener noreferrer" style="color: #3b82f6; text-decoration: none; font-weight: 500;">Medicare</a> calls go to Medicare-certified agents.

Technology — Glossary

What is ACD (Automatic Call Distributor)?

Automatic Call Distributor

Definition

An Automatic Call Distributor (ACD) is a telephony system that receives incoming calls and distributes them to available agents based on predefined rules. ACD systems manage call queues, route calls based on skills or availability, provide hold music and messaging, and generate real-time and historical reporting on call center performance.

Why ACD (Automatic Call Distributor) Matters for Insurance

In insurance call centers, ACD determines which agent handles each inbound call. Smart ACD routing—based on agent licensing, product expertise, language skills, and performance metrics—directly impacts conversion rates and customer satisfaction. Without ACD, calls would be distributed randomly, wasting licensed agents on out-of-state calls.

Key Points

Routes inbound calls to the most appropriate available agent
Supports multiple routing strategies: round-robin, skills-based, longest-idle, performance-based
Manages call queues with estimated wait times and overflow rules
Provides real-time dashboards and historical reports
Integrates with IVR for pre-routing call qualification

How AgentTech Handles ACD (Automatic Call Distributor)

AgentTech's ACD is database-driven, not PBX-based. This means routing rules can be updated instantly without IT involvement. Route calls by state licensing, product certification, language, performance score, or any custom criteria. Real-time dashboards show queue depths, wait times, and agent status.

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Frequently Asked Questions

IVR is the front-end menu system callers interact with. ACD is the back-end routing engine that distributes calls to agents. IVR collects information; ACD uses it to route the call to the right agent.

Skills-based routing matches callers to agents based on agent skills (language, product knowledge, state licensing). For insurance, this ensures Medicare calls go to Medicare-certified agents.

See ACD (Automatic Call Distributor) in Action

AgentTech Dialer puts these concepts to work. Try AgentTech Dialer today.