ACD Course
This course equips you with essential skills for optimizing Automatic Call Distribution (ACD) systems, focusing on routing, workforce management, IVR design, and performance monitoring to enhance customer experience and operational efficiency.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
The ACD Course gives you practical skills to design smart routing, build efficient IVR flows, and use caller data to prioritize VIPs and key segments. Learn concrete configuration patterns, real-time monitoring, and reporting techniques that improve SLA, reduce wait times and abandonment, balance workload, and protect agent well-being while keeping performance and customer experience consistently high.
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 are saying
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