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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.
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.
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.
I hope this helps!
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.
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.
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)
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