Call Center Hosting ACD, Call Routing & Queue Management 1

Question 1

What is an ACD in a call center?

Accepted Answer

Automatic Call Distributor — routes incoming calls to agents

Answer

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?

Accepted Answer

Least occupied agent

Answer

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?

Accepted Answer

Directing calls to agents with specific competencies matching the caller's need

Answer

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?

Accepted Answer

Dialed Number Identification Service — identifies which number the caller dialed to trigger specific routing

Answer

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?

Accepted Answer

Identifying the caller's phone number for screen pops and routing decisions

Answer

ANI (Automatic Number Identification) captures the caller's phone number, enabling screen pops and priority routing for known customers.

Call Center Hosting Practice Test