Throughout Chronicall documentation, you may see the words “agent” and “user” used seemingly interchangeably. While the two terms are similar, there are a couple important differences that distinguish the two, and the differences have to do with licensing.
A user is a person or an extension that is licensed within Chronicall. A user will specifically have basic licensing and will not have Realtime licensing. This means that we can report on them historically, but not in real time.
An agent is also a person or an extension that is licensed in Chronicall. An agent will have basic licensing but will also have Realtime licensing. This means that we can report on them historically as well as in real time. Agents could have a Realtime Agent, Desktop Agent, or Contact Center Voice Agent.
Updated over 2 years ago