ACD Course
The ACD Course provides essential skills for optimizing contact center operations through intelligent routing, IVR design, and performance monitoring to enhance 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, build efficient IVR flows, and utilise caller data to prioritise VIPs and key segments. Learn concrete configuration patterns, real-time monitoring, and reporting techniques that enhance SLA, reduce wait times and abandonment, balance workload, and safeguard agent well-being while maintaining high performance and customer experience.
Elevify advantages
Develop skills
- Mastery of ACD routing: design intelligent flows that reduce wait times and improve SLA quickly.
- Workforce tuning: balance workloads, minimise burnout, and achieve occupancy targets.
- IVR and caller data: build menus and data-driven paths that decrease misroutes.
- Skills design: map roles, levels, and proficiencies for more precise call handling.
- Performance optimisation: interpret 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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