Final answer:
ACD software is responsible for determining the calls that an analyst receives in a call center. It uses factors like caller ID, call queue length, and agent availability to distribute calls.
Step-by-step explanation:
ACD software, also known as Automatic Call Distributor software, is responsible for determining the calls that an analyst receives. This software is commonly used in call centers to manage incoming calls and distribute them among the available analysts or agents.
ACD software uses various factors to determine which calls an analyst receives. These factors include caller ID, call queue length, agent availability, skill-based routing, and call priority.
For example, if a call center has multiple departments or teams, ACD software can route calls to the appropriate department or agent based on the caller's needs. It can also prioritize urgent calls or assign calls to analysts with specific skills or expertise.