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What is Uniform Call Distribution (UCD) and How Does It Work?

Q: Does UCD work with Interactive Voice Response?

UCD can integrate with Interactive Voice Response (IVR) to route calls to available idle agents based on customer preference.

Daniel Andrews

Published 09 January 2025

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Table of contents

Call representatives often face challenges handling a large volume of calls. There is a high possibility of uneven workloads among agents. Some of them might get busier, while others may experience idle time. This imbalance affects the overall productivity and customer experience. To address this issue, the uniform call distribution system ensures that calls are distributed evenly to all available agents.

Key Highlights💡:

UCD formulates even distribution of calls among agents in the call center.
UCD system can cut down the waiting time of customers.
UCD makes sure that no agent is frustrated with a huge volume of calls.

What is Uniform Call Distribution (UCD)?

Uniform Call Distribution (UCD) is a telephony feature that ensures that the agent who has handled the fewest calls is assigned the next incoming call. It evenly routes incoming calls to available agents, balancing the workloads in call centers.

How Does Uniform Call Distribution Work?

Uniform call distribution (UCD) tracks the number of calls handled by each agent and uses this data to direct the next call to the agent with the lowest call handling time. The goal of UCD is to maintain a balanced workload for every agent in the call center.

Balance Workloads Among Your Agents with Calilio

Choose Calilio’s UCD system for your call center to simplify even call distribution based on idle time routing.

UCD helps you manage high call volumes, as it reduces wait times, promotes a fair workload, prevents burnout among agents, and improves customer satisfaction. It prevents long queues for any particular agent.

Comparing UCD with ACD

UCD is a type of automatic call distribution (ACD), as it distributes incoming calls to available agents based on the idle time of an agent and the intent of the caller. While UCD primarily focuses on distributing calls evenly to ensure no agents are overwhelmed, ACD allocates calls to the most appropriate agent as per the intent of the caller.

Conclusion

A uniform call distributor (UCD) is an essential feature for improving call center efficiency. Evenly distributed calls enrich agent productivity, leading to customer satisfaction. After implementing UCD, call centers can maintain a smooth workflow, reduce wait times, and improve the overall experience for both customers and employees.

Calilio’s idle call routing ensures calls are directed to the agent who has been idle the longest. It helps balance workloads and prevents agent fatigue. Sign up today to optimize call distribution in your call center.

Frequently Asked Questions

What does Uniform Call Distribution do?

Uniform call distribution ensures that incoming calls are evenly distributed among call representatives in the call or contact center.

What is the example of a Uniform Call Distributor (UCD)?

During a sale in the store, they receive a high number of calls. So, the UCD system distributes calls sequentially to the longest idle, available agents, ensuring fairness.