Agent
An agent is a person in a contact center who communicates with callers (customers) by way of voice calls, text chat, and email messages. Each agent is associated with a peripheral and can be a member of one or more skill groups. A person can be enabled as an agent on more than one peripheral.

Each Collaboration Server and E-Mail Manager agent uses an agent desktop, an agent softphone, and a physical phone when communicating with customers. The physical phone and softphone connect to the CTI server. The agent desktop connects with the agent desktop on either Collaboration Server or E-Mail Manager.