Statements (51)
| Predicate | Object |
|---|---|
| gptkbp:instanceOf |
gptkb:technology
|
| gptkbp:abbreviation |
gptkb:ACD
|
| gptkbp:benefit |
improves customer satisfaction
increases agent productivity |
| gptkbp:canBe |
hybrid
cloud-based on-premises |
| gptkbp:component |
contact center software
telephony systems |
| gptkbp:developedBy |
1970s
|
| gptkbp:enables |
real-time reporting
efficient resource allocation historical reporting load balancing among agents |
| gptkbp:feature |
reporting
queue management call monitoring skill-based routing integration with IVR |
| gptkbp:function |
distributes calls to agents
routes incoming calls |
| gptkbp:goal |
optimize call handling
reduce wait times |
| gptkbp:hasRoute |
geographical region
time of day agent availability agent skill caller priority language preference |
| https://www.w3.org/2000/01/rdf-schema#label |
Automatic Call Distribution
|
| gptkbp:improves |
first call resolution
|
| gptkbp:integratesWith |
CRM systems
analytics platforms workforce management systems |
| gptkbp:monitors |
agent performance
call volume service levels |
| gptkbp:reduces |
operational costs
call abandonment rates |
| gptkbp:relatedTo |
gptkb:Interactive_Voice_Response
gptkb:Computer_Telephony_Integration Private Branch Exchange |
| gptkbp:supports |
email
chat voice calls SMS multi-channel communication |
| gptkbp:usedIn |
call centers
customer service |
| gptkbp:bfsParent |
gptkb:Nortel_Communication_Server_1000
|
| gptkbp:bfsLayer |
7
|