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Configuration Options


Following are the most common ACD options customers select to distribute calls among agents:

  • Classic ACD – Calls are sent to agents based on the amount of time elapsed; the agent available for the longest period of time receives the next inbound telephone call. Classic ACD is the most commonly used form of distributing calls.

  • Sequential - Agents are presented with calls in a specific order, regardless of the length of time the agents have been available.  This method is used in situations where the first agent has primary responsibilities for the majority of calls; the other agents back up the primary agent when that person is unavailable.

    Example: Mary should answer all calls first; however, if Mary is on the phone or at lunch, calls are routed to Fred. If both Mary and Fred are on the phone, calls go to Wanda.

  • Ring Group – All agents within the same group are simultaneously alerted of an inbound call. This method is designed to present calls to as many people as possible to ensure the call is answered promptly. It is used in some help desk situations when staff are frequently multitasking.

  • Round Robin – The ACD server keeps track of the last agent to receive a call. The agents are in a loop; the Round Robin process sends calls to everyone in the loop once, then repeats the loop.

While a caller is in the queue awaiting an agent response, the caller can listen to one or more of the following recordings:

  • Caller's position in the queue
  •  Estimated wait time before the call will be answered
  •  Music
  •  Custom announcements of message to be shared with the caller (e.g., deadlines, web site location, or hours)


The following capabilities are available to the Supervisor of the ACD:

  • Real-time monitoring of agent activity
  • Real-time monitoring of queue activity
  • Ability to create custom views to monitor those statistics that matter, including the following:

      • Number of abandoned calls
      • Longest wait time
      • Number of available agents
      • Number of calls waiting
      • Number of calls answered today
      • Number of calls answered yesterday
In addition, you can establish Alerts on the Supervisor to notify when specific events occur, such as the following:

  • Only two agents are logged in
  • An agent has been in lunch status for more than 70 minutes
Notification from the ACD Supervisor can occur using the following methods:

  • Display changes colors
  • Playing a sound
  • Sending an email

The ACD Supervisor also offers features that enhance the ability to do the following:

  • Respond to requests for assistance from agents without leaving your desk.
  • Coach agents (only the agent hears what the supervisor is saying, not the caller).
  • Listen to calls.
  • Send a message to some or all agents – as a pop-up box or a scroll across the screen



Page updated on September 20, 2017

Information Systems and Computing
University of Pennsylvania
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