ACD (Automatic Call Distribution)
How calls are routed to agents — VICIdial's queueing + skill-based logic.
ACD = Automatic Call Distribution. The logic that decides which agent gets which call, especially on inbound queues.
VICIdial's ACD is configured per In-Group:
- Queue priority — which call gets answered first (FIFO + priority field)
- Skill scoring — match agent skills to call requirements
- Round-robin / longest-idle / next-available — distribution strategies
Common patterns
- First-available: simplest, calls go to the longest-idle agent
- Skill-based: agent skills tagged; calls routed by required skill
- Priority queue: VIP customers jump the line