...
ACD stands for Automatic Caller Distribution. This system takes the calls that come in, and sends them to the agent (that’s you) who has been off the phone for the longest time. If all agents are busy, the caller will be placed in a “queue” and will hear messages that tell them all other agents are currently assisting other customers. When an agent finishes a call, they will have 60 30 seconds to 'wrap' up the call, giving the agent a chance to finish documenting the call and prepare for the next call. The next call in the queue, if there is one, will then ring through at the agent’s phone.
...