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.