Telephony
Automatic Call Distribution(ACD)
The call routing engine that decides which available agent receives an incoming call.
What it means in practice
ACD is the piece of a contact center that takes a connected call and routes it to the right agent, respecting skill, queue, priority, and availability. VICIdial's inbound ACD is queue-driven: calls enter inbound groups, wait in a queue, and route to the first available agent matching the priority rules.
In VICIPanel
VICIPanel's inbound dashboard visualizes every queue in real time, depth, oldest wait, agents available, agents on break. Drill into a queue and you see each waiting call with caller ID and wait time, not a generic queue depth number.
See VICIdial the way it should look
Every term above is a screen or setting in VICIPanel. Try the live demo — no signup.