ACD Technical Training Programme
Master every layer of Automatic Call Distribution — from routing logic and IVR design to workforce alignment and omnichannel strategy. This course gives contact centre professionals the technical knowledge and practical skills to configure, manage, and optimise ACD platforms with confidence. Whether you're administering an existing system or planning a new deployment, you'll finish ready to deliver measurable results.
What you'll learn:
This course covers the full ACD skill set that contact centre administrators, analysts, and operations managers need to perform at a high level. You will learn how ACD systems are structured, how routing algorithms and queue designs affect service levels, and how to build IVR flows that reduce caller abandonment. You will configure agent profiles and skill groups, integrate ACD data with workforce management tools, and build real-time dashboards that support intraday decisions. The course also addresses multichannel routing, system administration, security and compliance, and advanced optimisation strategies including AI-assisted routing. By the end, you will be able to align ACD configuration directly with business performance goals.
How you study in practice ACD Technical Training Programme
How you practise ACD Technical Training Programme
For businesses looking to train their team
With Dedika for businesses, the course includes exercises and examples tailored to your own business and the way your company needs.
Course content
8 Chapters • 36 LessonsDuration between 4 and 360 hours (you decide)
Chapter 1HideHide detailsSee detailsFoundations of ACD Systems
Foundations of ACD Systems
Lesson 1 • Contact Centre Operations Overview
Introduces the contact centre ecosystem and ACD's role within it. Establishes vocabulary used throughout the course.
Lesson 2 • ACD Core Components
Examines the hardware and software elements that form an ACD system. Connects component functions to overall call-handling capability.
Lesson 3 • Call Flow Fundamentals
Traces a call from network entry to agent answer. Provides the mental model needed for later routing design chapters.
Lesson 4 • ACD Deployment Models
Compares on-premise, cloud, and hybrid ACD architectures. Prepares learners to evaluate deployment options in later applied chapters.
Chapter 2HideHide detailsSee detailsRouting Logic and Queue Design
Routing Logic and Queue Design
Lesson 1 • Skills-Based Routing Design
Teaches how to map agent skill profiles to call types for precise matching. Directly enables the skill group configuration covered in the next section.
Lesson 2 • Routing Rule Documentation
Establishes standards for documenting routing logic for audits and change management. Supports governance practices introduced in later chapters.
Lesson 3 • Time-Based and Conditional Routing
Introduces schedule-driven and condition-driven routing branches. Prepares learners to build business-hours and holiday routing plans.
Lesson 4 • Queue Structure and Priority
Covers single-queue, multi-queue, and virtual-queue architectures. Establishes queue priority concepts applied in advanced routing chapters.
Lesson 5 • Routing Algorithm Types
Surveys round-robin, least-occupied, and priority-based algorithms. Links algorithm choice to agent utilisation and customer wait time outcomes.
Chapter 3HideHide detailsSee detailsIVR Design and Integration
IVR Design and Integration
Lesson 1 • Call Flow Scripting
Teaches structured scripting of IVR menus using decision trees. Directly produces the call flow diagrams used in routing configuration.
Lesson 2 • Data Dip and API Integration
Covers real-time database lookups that personalise IVR responses. Enables dynamic routing decisions based on caller account data.
Lesson 3 • IVR Usability and Accessibility
Applies usability principles to reduce caller abandonment and meet accessibility standards. Connects prompt design to queue volume outcomes.
Lesson 4 • IVR Architecture Essentials
Explains IVR platform components and their relationship to the ACD engine. Grounds learners before they design call flows.
Chapter 4HideHide detailsSee detailsAgent Management and Workforce Alignment
Agent Management and Workforce Alignment
Lesson 1 • Workforce Management Integration
Explains how ACD data feeds workforce management scheduling tools. Ensures staffing forecasts align with actual routing demand.
Lesson 2 • Agent State Management
Defines ready, not-ready, and wrap-up states and their impact on routing availability. Directly affects queue wait times and service level attainment.
Lesson 3 • Agent Profile Configuration
Covers creating and maintaining agent records within the ACD platform. Accurate profiles are the foundation of skills-based routing accuracy.
Lesson 4 • Agent Groups and Skill Groups
Teaches how to organise agents into logical groups for routing and reporting. Groups created here are referenced in routing rule configuration.
Chapter 5HideHide detailsSee detailsACD Reporting and Analytics
ACD Reporting and Analytics
Lesson 1 • Data-Driven Routing Optimisation
Applies reporting insights to refine routing rules and queue parameters. Closes the loop between measurement and configuration improvement.
Lesson 2 • Historical Reporting
Covers scheduled and ad hoc historical reports for trend analysis. Historical data supports capacity planning and routing optimisation decisions.
Lesson 3 • Real-Time Monitoring Dashboards
Teaches configuration and interpretation of live supervisor dashboards. Real-time visibility enables the intraday adjustments covered in workforce chapters.
Lesson 4 • Core ACD Metrics
Defines service level, average handle time, abandonment rate, and occupancy. These metrics form the measurement framework used in all reporting sections.
Lesson 5 • Reporting Governance and Distribution
Establishes report ownership, access controls, and distribution schedules. Ensures consistent data use across operations and leadership teams.
Chapter 6HideHide detailsSee detailsMultichannel and Omnichannel ACD
Multichannel and Omnichannel ACD
Lesson 1 • Chat and Messaging Routing
Covers bot handoff, concurrent session limits, and skill matching for chat. Applies queue design principles from earlier chapters to asynchronous channels.
Lesson 2 • Email and Work Item Routing
Teaches classification, prioritisation, and assignment of email and back-office tasks. Extends ACD logic to non-real-time work items.
Lesson 3 • Multichannel Routing Concepts
Introduces channel-specific routing requirements and blended agent models. Builds on voice routing logic to address digital channel differences.
Lesson 4 • Omnichannel Context and Journey Design
Explains how to pass customer context across channels to eliminate repeat effort. Requires mastery of data integration concepts from the IVR chapter.
Chapter 7HideHide detailsSee detailsACD System Administration
ACD System Administration
Lesson 1 • Common Troubleshooting Scenarios
Walks through diagnosis and resolution of frequent ACD failures. Applies monitoring knowledge to structured problem-solving workflows.
Lesson 2 • Configuration Change Management
Teaches a structured process for requesting, testing, and deploying routing changes. Prevents service disruption caused by uncontrolled modifications.
Lesson 3 • System Health Monitoring
Introduces tools and techniques for monitoring ACD platform performance and uptime. Early detection of issues reduces customer-impacting outages.
Lesson 4 • Platform Administration Basics
Covers user roles, permissions, and administrative console navigation. Establishes the access control foundation for all configuration tasks.
Lesson 5 • Backup, Recovery, and Continuity
Covers configuration backup schedules, disaster recovery plans, and failover testing. Ensures service continuity during platform failures or outages.
Chapter 8HideHide detailsSee detailsAdvanced ACD Strategy and Optimisation
Advanced ACD Strategy and Optimisation
Lesson 1 • Continuous Improvement Framework
Establishes a repeatable cycle of measurement, hypothesis, change, and validation. Applies all prior reporting and optimisation skills in a structured programme.
Lesson 2 • ACD Business Case and ROI
Teaches how to quantify ACD improvements in financial terms for executive audiences. Connects operational metrics to cost savings and revenue impact.
Lesson 3 • Capacity Planning and Scalability
Teaches demand forecasting and infrastructure scaling to handle volume growth. Integrates workforce management data with ACD capacity decisions.
Lesson 4 • AI-Assisted Routing and Prediction
Introduces machine learning models that predict call intent and optimise agent matching. Extends skills-based routing with data-driven intelligence.
Lesson 5 • Enterprise Routing Architecture
Covers multi-site, network-level routing and global queue strategies. Requires full mastery of single-site routing from earlier chapters.
Your valid completion certificate
This course is for you:
Contact centre administrators: ready to deepen their platform configuration expertise.
Workforce managers: seeking tighter alignment between staffing forecasts and routing logic.
IT professionals: transitioning into contact centre infrastructure and telephony roles.
Operations analysts: wanting to turn ACD performance data into actionable decisions.
Customer experience designers: aiming to reduce caller friction through smarter routing.
Career changers: entering the contact centre technology field from adjacent IT roles.
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