For granular permission management, a total of five different apps are available for the configuration and operation of “anyContact innoACD”. These will be described in detail in the following chapters.
Administration Apps:
|
App Icon |
Display Name |
Description |
|---|---|---|
|
AC Admin |
This app serves as the central point of access for configuring system-wide settings that affect all components of anyContact innoACD. |
|
AC Agent Admin |
This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels. |
|
AC Queue Admin |
This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix. |
|
AC Team Admin |
Within this app, the logical assignment of agents to teams takes place. Each agent can be assigned to a team here in order to inherit configuration settings at the team level to the agents. |
Agent / Supervisor Apps:
|
App Icon |
Display Name |
Description |
|---|---|---|
|
AC Agent |
With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process. |
|
AC Dashboard |
This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues. |
|
AC Report |
This app allows you to evaluate the performance data recorded by innoACD. |