AC Agent | SNcom Docs

Through this app, the agent actively participates in intelligent call distribution.

The main interface is divided into four functional areas. Navigation between the individual areas is provided by the tabs located at the top of the application.

Area	Description
Status	In this area, the agent can log in to and out of the queues assigned to them.
Contact	This area is displayed automatically as soon as a contact or call is assigned to the agent. It provides all relevant contact information.
Callback	This area displays all callback requests and calls abandoned while waiting in the queue that are stored in the system. The agent can select these contacts for further processing and initiate a callback.
Performance	This area contains the agent’s personal performance and statistical data.

Status

Before logging in, the agent can select the queues whose routing they want to participate in. At least one queue must be selected for a successful login.

Preconfigured queue login settings can be centrally defined using the AC Team Admin App. The team assigned to the agent is displayed above the queue selection.

In addition, before logging in to the individual queues, the agent already receives a live overview of the following metrics for each queue:

Icon	Description
	Number of calls currently waiting in the queue
	Current waiting time of the longest-waiting call
	Number of agents currently logged in to this queue
	Current service level within this queue. The service level displayed in this view is calculated using a sliding window covering the last hour. It is intended to reflect the current situation within the queue.
	Number of open callback requests or missed calls that have not yet been called back

Once the selection has been completed, the agent activates call distribution for the selected queues by clicking the “Log in to queues” button.

If the “Automatic Login” option is enabled for the team, the queue selection is skipped. After starting the app, the agent automatically participates in call routing based on the configured queue login settings.

If the presence status in the innovaphone MyApps client is set to “Away” or “Do Not Disturb,” login to the system is prevented, and the following message is displayed in the agent interface:

After successful login, the current agent status is displayed above the queue selection area.
Throughout the login session, the agent can change the selected queues at any time, as long as at least one queue remains selected.
Additionally, users can fully log out of the system by clicking the "Queues Logout" button to stop participating in the routing.

Using the presence control, the agent can temporarily log out of or pause automatic call distribution.
To do so, they simply change their presence status in the MyApps client to “Away” or “Do Not Disturb.”
As soon as the agent switches back to “Available,” they will resume participation in automatic call distribution.

If the presence status in the innovaphone MyApps client is changed to “Away” or “Do Not Disturb” while the agent is actively participating in innoACD routing, this will also be reflected in the agent interface, and the routing participation will be automatically deactivated.

It appears as follows:

The same applies in the case of a call forwarding type set to “immediate” or “always” on the agent’s side.
Since call forwarding should generally be avoided in call and contact center environments, the agent is automatically set to the “Not Ready” status in such cases as well.

Note: The AC Agent App processes only presence information that is actively set in the PBX.
If an agent is automatically switched to offline status due to prolonged inactivity, this status is not recognized by the app. In such cases, the agent is marked as unavailable only after a subsequent RONA event occurs.

Settings for “Appear offline after time“ are not considered

Preferred Device:
If an agent has more than one device assigned to them within the innovaphone configuration, they can use this selection to determine which device should be used for incoming and outgoing calls.

The Preferred Device selection is only displayed if more than one device is available for the agent.

Contact

As soon as a call is received for one of the selected queues while the agent is available, it is assigned to the agent. The Contact tab is activated automatically. During the assignment, relevant contact information is displayed below a telephone icon. If “Reserve” is selected as the transfer strategy in the AC Admin app, the call begins when the agent clicks “Accept Call.” If the transfer strategy is set to “Direct,” the call is immediately forwarded to the assigned phone device and alerts.

IMPORTANT: If the transfer strategy is set to Direct, calls that are actively declined by the agent are not returned to the waiting queue — they are considered lost.

If the call is not accepted within the centrally configured RONA time, a message appears in the agent interface stating “Routing deactivated due to RONA.” The agent’s status is then set to “Not Ready,” preventing further participation in routing until the agent manually reactivates it by clicking the “Activate” button.

Once the call has been answered, the conversation between the caller and the agent begins. The contact information remains available throughout the entire call. During the call, other apps within the myApps client can be used as usual. The agent can also determine whether they should be immediately logged out of call distribution once the call has ended by clicking the “Logout after call” button. In addition, the contact codes configured in the administration can be selected to classify the call accordingly.

Once the call has ended, the optional after-call work time starts automatically. The remaining time is indicated by a progress bar displayed in green at the top of the screen. The after-call work time can be ended early by clicking the “X” button highlighted in yellow, allowing the agent to handle the next waiting call sooner. It is also possible to extend the after-call work time by a predefined number of seconds, provided this option has been enabled in the AC Queue Admin App. During the after-call work time, the agent can continue to select the appropriate contact codes to classify the call.

If the globally configured transfer strategy is set to "Reserve", desktop notifications can optionally be displayed in addition to the call signaling within the AC Agent App. This ensures that incoming ACD calls are also visually signaled when the app is minimized or when other applications are in use — in addition to the audible notification. A prerequisite for this feature is that it has been activated in the general myApps settings beforehand.

The notification is displayed as a so-called “toast” above the system clock. It contains the AC Agent App icon, the relevant contact information, and a button to accept the call. This allows the user to answer the call directly, without having to actively bring the myApps client or the AC Agent App to the foreground.

Callback

This area allows agents to process callback requests and calls abandoned while waiting in the queue. Entries are displayed in a table containing the relevant information.

The following fields and actions are available:

Field	Description
Type	The icon indicates whether the entry is an explicit callback request or a call lost or abandoned while waiting in the queue. Lost or abandoned call: the caller hung up while waiting in the queue. Explicit callback request: the caller actively requested a callback. Locked callback entry: the caller is currently waiting in the queue again, or an agent is already making a callback. The callback function is unavailable while the entry is locked.
Last Received	Timestamp of the most recent unsuccessful incoming call or the most recent callback request.
Caller ID	The caller’s phone number.
Queue	The queue in which the caller requested a callback or the call was lost.
Number of Call Attempts	Number of unsuccessful incoming call attempts by the caller that resulted in a callback request or a lost call.
Last Outgoing Attempt	Timestamp of the most recent unsuccessful callback attempt.
Number of Callback Attempts	Number of callback attempts made for this caller so far.
Actions	Two buttons are available to initiate a callback: Start the callback using the agent’s personal extension as the caller ID. Start the callback using the queue’s phone number as the caller ID. For each callback, the agent can choose whether the recipient sees the agent’s personal extension or the queue’s phone number.

Completing a Callback

Once a callback has been successfully connected, a confirmation dialog appears in the agent frontend.

Select Yes to remove the callback entry from the list of pending callbacks once the call has ended. Select No to keep the entry in the list for another callback attempt.

Performance

This tab displays the agent’s personal daily performance. Only the agent has access to these data and can show or hide them as required.

Use the button to show performance data to display your personal metrics for the current day.

The following performance metrics are available:

Metric	Description
Number of ACD Calls	Number of ACD calls delivered to the agent on the current day, regardless of whether the agent answered the call or it remained unanswered.
Number of Answered Calls	Number of ACD calls the agent actually answered and handled.
Average Talk Time	Average duration (arithmetic mean) of the ACD calls handled by the agent.
Average After-Call Work Time	Average time (arithmetic mean) the agent spent on after-call work following an ACD call.
Number of Missed Calls	Number of ACD calls delivered to the agent but not answered.
Average Ring Time	Average time (arithmetic mean) an ACD call was signaled to the agent before it was answered or ended as a missed call.
Total Availability	Total time the agent was available to answer ACD calls during the selected period.
Total Talk Time	Total duration of all ACD calls answered and handled by the agent on the current day.
Total After-Call Work Time	Total time the agent spent on after-call work for ACD calls on the current day.