Configuring ACD Agents

An ACD agent is a regular innovaphone user who additionally has access rights to the "AC Agent" app. These rights can be assigned either directly to the user account or inherited through the configuration profile chain.

Once a user has been authorized to use the AC Agent app, their individual skills can be conveniently managed and assigned via the AC Admin Agent app. This enables targeted and efficient call distribution based on each agent’s qualifications and language skills.