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ACD vs non-ACD

  • 1.  ACD vs non-ACD

    Posted 05-30-2017 13:43

    Hello,

     

    Can anyone explain what ACD vs non-ACD is. I have reps taking several more non-ACD emails, and not sure what they are, or how they are receiving them.

     

    Thanks!



  • 2.  RE: ACD vs non-ACD

    GENESYS
    Posted 05-30-2017 14:51

    Hi Emily! There are several resources in this article that can help explain ACD concepts and how this works in PureCloud: https://help.mypurecloud.com/?p=92424. Also, there are two articles in a series starting here that are specifically geared toward setting up and managing ACD email routing: https://help.mypurecloud.com/?p=68362. 



  • 3.  RE: ACD vs non-ACD

    GENESYS
    Posted 05-30-2017 14:53

    Hi Emily,

     

    I really like this "What is automatic call distribution (ACD)" Resource Center article. It links to a nice 2-minute explanation/video, self-paced ACD training (from the training site, search for "ACD" to return loads of hits), and additional help articles.

     

    https://help.mypurecloud.com/articles/automatic-call-distribution-acd/

     

    I hope this helps!

    Clay



  • 4.  RE: ACD vs non-ACD

    Posted 05-30-2017 16:20

    Thanks...

     

    I understand the premise of ACD calls, but having a hard time figuring out non-ACD, especially with emails.

     

    Can you give me an example of a non-ACD email?

    I have a rep with a high number of non-ACD emails and I'm not understanding what they are.

     

    Thanks.



  • 5.  RE: ACD vs non-ACD

    GENESYS
    Posted 05-30-2017 17:54

    Hi Emily,

     

    There is no non-ACD email in PureCloud. Currently the only media-type that we have any kind of ACD/Non-ACD distinction is voice since agents can place/receive calls that are not routed through a queue and are essentially direct personal calls. Since the email feature in PureCloud is not a general purpose business-email replacement, we don't do a similar thing.

     

    Can you elaborate on what you are seeing and what is causing the confusion? It is possible that the emails are coming in through a queue but agents are transferring them. Similar to a call transfer, this can be done to any agent regardless of their current ACD configuration.

     

    Thanks



  • 6.  RE: ACD vs non-ACD

    Posted 5 days ago
    I have a follow-up question on this.

    When I filter the Agent Performance view to "ACD" it shows both "Answered" & "Outbound." But when I add the "Non-ACD" metric to the Interactions view, it indicates that the outbound interactions are considered "non-acd. How does that work? ACD on what view but non-acd on the other.

    ------------------------------
    Shelby Cronk
    ConvergeOne, Inc.
    ------------------------------



  • 7.  RE: ACD vs non-ACD

    Posted 5 days ago
    An agent can have both ACD outbound calls that are dialed on behalf of a queue and outbound calls from their own phone under the Calls tab or not choosing a queue.

    ------------------------------
    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 8.  RE: ACD vs non-ACD

    Posted 4 days ago

    I understand that part, but what confuses is me is when I filter the Agent Performance View to non-ACD, no outbound interaction counts show.  When I look at the same date range on the Interactions View, with the non-acd column added, it indicates that even outbound interactions on behalf of a queue are considered non-acd. Why are interactions on behalf of a queue considered ACD on the performance view but Non-ACD on the Interactions view?

    Non-filtered:

    Filtered:

    Interactions View w/ Non-ACD Column Added; Outbound Interaction listed as "non acd" (so should have shown on performance view)



    ------------------------------
    Shelby Cronk
    ConvergeOne, Inc.
    ------------------------------



  • 9.  RE: ACD vs non-ACD

    Posted 4 days ago
    The Agent and Queue Performance views only show ACD calls - not personal calls.  Interactions shows ALL calls.

    ------------------------------
    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 10.  RE: ACD vs non-ACD

    Posted 4 days ago
    Then what are the "handle" calls that are left over when I filter to non-acd on the Performance view?


    ------------------------------
    Shelby Cronk
    ConvergeOne, Inc.
    ------------------------------



  • 11.  RE: ACD vs non-ACD

    Posted 2 days ago
    Hi Shelby,

    I believe the ACD/Non-ACD filter is representing whether or not that interaction had tACD as part of it. Outbound calls on behalf of Queue are still "Queue-based activity".. but they aren't considered ACD because they don't have any ACD routing as part of the object itself.

    Does that clear it up?

    Thanks,
    Peter

    ------------------------------
    Peter Stoltenberg
    TTEC Digital, LLC fka Avtex Solutions, LLC
    ------------------------------