Conditional Routing
The capability of the automatic call distributor (ACD) to route calls or contacts on an “if…then” basis. Routing conditions can include any day of week, time of day, Product Specialist availability, type of call and service needed. conditional routing. The capability of the automatic call distributor to route calls or contacts on an “if…then” basis. Routing conditions can include day of week, time of day, agent availability, type of call, service needed, etc.