ACD Channel Options

You can configure these options when setting up ACD channels:

• Manage Do-Not-Call (DNC) lists: DNC lists contain contacts that your outbound ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. are restricted from contacting at the contact's The person interacting with an agent, IVR, or bot in your contact center. request. You are required by law to comply with federal, state, and industry DNC lists.
• Create and manage dispositions: Dispositions are statuses that apply to interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. based on the result or overall sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. of the interaction. You assign dispositions to specific channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. to make them available for agents handling that kind of interactions. They can be used in reporting.
• Configure call suppression: Temporarily suspend outbound calls and SMS messages to contacts that meet certain configurable criteria.
• Create and manage quick responses: Quick responses are pre-made messages that agents can send to contacts. They make responding to common questions faster and easier. They can include plain text or rich content Elements in digital messaging such as buttons, images, menus, and option pickers.. You assign quick responses to specific channels to make them available for agents handling that kind of interactions.
• Create and manage tags: Tags allow agents to mark interactions with certain characteristics. You assign tags to specific channels to make them available for agents handling that kind of interactions. Tags appear in the Contact History report. Tags and dispositions not associated with dispositions, but they two can be used together.

If you're working with digital Any channel, contact, or skill associated with Digital Experience (DX). channels, there is a different set of options you can configure.