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From the WikiPedia page: "Routing incoming calls is the task of the ACD system". TaskRouter isn't an ACD in that sense.. or no solely an ACD system anyway. It
by schience 12y ago
From the WikiPedia page: "Routing incoming calls is the task of the ACD system".
TaskRouter isn't an ACD in that sense.. or no solely an ACD system anyway. It is an API driven way to distribute user defined tasks. It can serve as an ACD, such as routing calls to an available agent.. or.. SMS.. or chat.. or "tickets" or whatever you define as a Task and a Worker using.. primitives. No dependence on calls.
To your point.. maybe using the ACD would help some people understand it at first glance.
- jallmann 12y agoSure, that's what the Wikipedia article says (since calls are what ACDs were originally designed for), but commercial ACDs have been multi-channel for a long time, doing all the things you mentioned.