What was the core algorithmic focus of early ACD systems regarding destination selection?
Answer
Sequential searches or time-based measurements
The algorithms governing the initial Automatic Call Distributor (ACD) systems were intentionally straightforward because the primary goal was managing volume and ensuring no call went unanswered if an agent was available. The decision-making process relied on simple methods like sequential searches, where the system checked Agent A, then Agent B, and so on, until an idle party was found. Alternatively, some systems used time-based measurements to gauge availability. This established a rigid logic where all calls and agents were treated identically unless explicitly programmed otherwise, focusing purely on finding the *next available* recipient rather than the *best* one.
Related Questions
What system established the premise of directing incoming calls based on predetermined instructions?What was the core algorithmic focus of early ACD systems regarding destination selection?In Vector Based Call Routing (VBR), what element acts as a list of potential destinations ranked by priority?What necessity drove the transition from basic ACD to Intelligent Call Routing (ICR)?Which factor is explicitly listed as a variable weighed by ICR evaluation functions?What element is cited as being as fundamental to modern routing success as the routing logic itself?How do modern Intelligent Call Routing systems utilize Conversational AI output?If a customer specifies a need but gets a generalist agent, where does the failure often reside?What question does the ICR algorithm ask, contrasting with the ACD algorithm's basic inquiry?What scenario causes innovation where new routing methods emerge?