ACD Course
The ACD Course provides hands-on training in automatic call distribution systems, focusing on routing, workforce management, IVR design, skills mapping, and performance optimization to improve efficiency and customer satisfaction.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
The ACD Course equips you with practical skills to design intelligent routing, create efficient IVR flows, and utilise caller data to prioritise VIPs and key segments. You will learn specific configuration patterns, real-time monitoring, and reporting methods that enhance SLA, shorten wait times and abandonment, balance workloads, and safeguard agent well-being while maintaining high performance and customer experience.
Elevify advantages
Develop skills
- ACD routing mastery: design smart flows that cut wait times and boost SLA fast.
- Workforce tuning: balance workloads, reduce burnout, and hit occupancy targets.
- IVR and caller data: build menus and data-driven paths that lower misroutes.
- Skills design: map roles, levels, and proficiencies for sharper call handling.
- Performance optimization: read dashboards, test changes, and refine queues daily.
Suggested summary
Before starting, you can change the chapters and the workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
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