Anyone going to work as an agent in your contact center requires the following to be set in ACE Admin:
- a user account with the ”correct” access area affiliation and access functions, as described in Create a new user account,
- a specified skill level to receive contacts from the ”correct” queues, as described in Add a skill to be used for contacts routing,
- a telephone extension to be able to log in and accept calls in ACE Agent, as described in Add an extension.