Transfer to ACD sends the interaction to the ACD assignment service for PureCloud. ACD processing uses a first in, first out (FIFO) algorithm with a language skills component. With FIFO processing, the interaction that arrives the earliest is assigned to the first available resource. The language component restricts the pool of available agents to those fluent in the appropriate language. You can add an ACD transfer to a call flow menu or to a call or email flow’s task sequence. Your flow design dictates how and when you use this action.
In PureCloud, the ACD system ranks conversations using "time" as the base value. Use priority to provide an increase to time used by ACD for assignment consideration. Priority ranking does not affect time in queue displayed in reporting. This article assumes you will configure priority settings in literal mode. You can also switch to expression mode to build automated priority calculations.