Related: Skills-based Routing to get the Right Communication to the Right Employee
The Automatic Call Sequencer (ACS) is a computer-based tool designed to handle incoming calls automatically at contact centers. Call center agents can get work handed off to them by the ACS when ACD queues become jammed or when call center agents enter breaks. While the call center agent is talking with the customer and there are other opportunities for selling additional products or services, the ACS would take over by handing more calls to other agents.
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