As soon as an agent becomes available, the ACD system routes the next call in the queue to that agent. ACD systems can route calls based on the specific skills or expertise required to handle certain types of inquiries or calls. For example, calls related to technical support may be directed to agents with technical knowledge, while sales calls may be routed to agents with sales experience. ACD systems distribute incoming calls evenly among available agents to ensure optimal workload distribution and prevent agent overload or underutilization. This helps maximize efficiency and minimize wait times for callers. 
ACD systems provide reporting and analytics features that allow call center managers to track key performance metrics such as call volume, average wait time, agent productivity, and service level adherence. These insights help optimize call center operations and improve customer service. ACD systems often integrate with other call center technologies such as interactive voice response IVR systems, customer relationship management CRM platforms, workforce management software, and recording systems to provide a seamless and integrated customer experience. 
Overall, Automatic Call Distributors play an important role in managing incoming call traffic efficiently, optimizing agent productivity, and delivering high-quality customer service or support in call centers . 
