DSM Auto Call Distribution (ACD) draws many of its capabilities from Hosted PBX features such as hunt groups, auto attendant, and music-on-hold. These core functions provide Interactive Voice Response (IVR) and queuing functions through both Easy Attendant and Premium Auto Attendant. Routing algorithms include longest idle time or round-robin. Music-on-hold enables music or announcements to be played while customers are waiting. All of these capabilities can be configured through an easy-to-use web portal.
Agent-level features provide helpful information about the caller and allow agents to monitor performance against KPIs and set what “state” they are in. Supervisors and administrators have a number of powerful features that enable them to coach agents and assist in calls. The supervisor dashboard allows administration of call queues and performance. Detailed standardized or ad-hoc report generation is available to track trends over time.