Agents handle the calls in your Contact Center. Supervisors are agents with additional capabilities. Supervisors can change their own password and monitor calls between agents and callers.
Active agents are agents who are logged in to one skillset or a combination of skillsets. For example: If Agent 1 is logged into skillset 1then it is one active agent. If Agent 1 is logged into skillset 1and skillset 2 then it is one active agent. If Agent 1 and Agent 2 are logged into skillset 1 then there are 2 active agents. If Agent 1, Agent 2, and Agent 3 are logged into skillset 1 then there are three active agents.
If you want to add additional agents to your Contact Center, you must purchase and enable a keycode for the number of agents that you want to add. The number of agents you can add to your Contact Center is determined by which Business Communications Manager system you have.
For how to enable a keycode refer to Enabling a keycode.
You can:
Add an agent to your Contact Center