Benefits of using ACD groups

Last Updated : Oct 28, 2024 |

ACD groups are optional. The following is a detailed description of the advantages ACD groups provide:

Dictionary synonyms

You can easily administer synonyms in the Dictionary across multiple ACDs. A synonym assigned to a CMS entity in an ACD group is then propagated to all members ACDs within that group. For example, if you assign skill 102 in the ACD group with the synonym Sales, this synonym is assigned to skill 102 for all ACDs within the group. Use this capability if multiple ACDs require the same synonym for the following entities:

  • Agent login IDs

  • Agent groups

  • Splits/skills

  • AUX reason codes

  • Logout reason codes

  • Agent string values

  • Split/skill string values

  • Generic string value synonyms

Data reporting

You can run a custom report to get data about multiple ACDs. Reports for ACD groups collect, aggregate, and display call center data as a single value for the ACD group instead of one set of values for each member ACD. Custom reports can be created through the CMS ASCII interface.