Call Center Hosting ACD, Call Routing & Queue Management 1 — Questions and Answers
Question 1: What is an ACD in a call center?
- Automatic Call Distributor — routes incoming calls to agents (Correct answer)
- Agent Communication Device — a headset system
- Audio Call Debugger — monitors call quality
- Asynchronous Call Data — stored call records
Correct answer: Automatic Call Distributor — routes incoming calls to agents
An ACD (Automatic Call Distributor) automatically routes incoming calls to available agents based on configured rules.
Question 2: Which ACD routing strategy sends each new call to the agent who has been idle the longest?
- Round robin
- Skills-based routing
- Least occupied agent (Correct answer)
- Priority routing
Correct answer: Least occupied agent
Least occupied (longest idle) routing directs calls to the agent who has been waiting the longest since their last call.
Question 3: What is skills-based routing in a call center ACD?
- Routing calls based on call duration estimates
- Directing calls to agents with specific competencies matching the caller's need (Correct answer)
- Prioritizing calls from VIP customers
- Sending calls to agents with the fewest active calls
Correct answer: Directing calls to agents with specific competencies matching the caller's need
Skills-based routing matches callers to agents who have the specific skills (language, product knowledge, etc.) needed to handle the inquiry.
Question 4: What does DNIS stand for and how is it used in call routing?
- Dialed Number Identification Service — identifies which number the caller dialed to trigger specific routing (Correct answer)
- Dynamic Network Identification System — tracks agent network connections
- Direct Node Inbound Service — a SIP trunk feature
- Data and Network Integration System — links CRM to calls
Correct answer: Dialed Number Identification Service — identifies which number the caller dialed to trigger specific routing
DNIS identifies which number the caller dialed, allowing the ACD to apply different routing rules for different advertised numbers.
Question 5: What is ANI used for in call center routing?
- Measuring average agent speed
- Identifying the caller's phone number for screen pops and routing decisions (Correct answer)
- Routing calls based on IVR input
- Calculating network latency
Correct answer: Identifying the caller's phone number for screen pops and routing decisions
ANI (Automatic Number Identification) captures the caller's phone number, enabling screen pops and priority routing for known customers.
Question 6: What is a 'call queue' in a hosted contact center?
- A list of scheduled outbound calls
- A virtual waiting line where callers hold until an agent becomes available (Correct answer)
- A group of agents assigned to a specific campaign
- A recording of all calls from a given day
Correct answer: A virtual waiting line where callers hold until an agent becomes available
A call queue holds inbound callers in a virtual waiting line and connects them to the next available agent.
Call Center Hosting ACD, Call Routing & Queue Management 1
What is an ACD in a call center?