Automatic Call Distribution (ACD)
Route every inbound call to the right agent at the right time — based on skill, availability, language, or customer priority.
Nectar Desk ACD (Automatic Call Distribution) routes inbound calls to the most qualified available agent based on skill set, language, customer priority, or queue assignment. ACD reduces handle time and increases first call resolution by matching every caller to the right agent automatically.
Skills-Based Routing
Match callers to agents tagged with the right language, product knowledge, or support tier for faster resolution.
Priority Queuing
Automatically move high-value customers to the front of the queue based on CRM data or phone number recognition.
Round Robin
Distribute calls evenly across available agents to prevent burnout and ensure fair workload balancing.
Overflow Routing
When all agents are busy, overflow calls to a backup queue, voicemail, or external number automatically.
Real-Time Queue View
Supervisors see live queue depth, agent availability, and estimated wait times on the monitoring dashboard.
SLA Alerts
Get notified instantly when queue wait times breach your service-level thresholds so you can act before customers abandon.
Stop Misrouting Calls
Misrouted calls are one of the top drivers of poor customer satisfaction scores. With Nectar Desk ACD, every caller is matched to the right agent on first contact — no repeated transfers, no frustrated handoffs. Configure your routing logic from the admin dashboard and update it instantly as your team structure changes.