Considerations for ACD groups

Last Updated : Sep 10, 2024 |

Consider the following when working with ACD groups:

  • After adding an ACD group, you must log out of CMS Supervisor to see it.

  • An ACD group cannot serve as the CMS master ACD.

  • Synonym conflicts can occur if you have overlapping ACD groups with common member ACDs. To prevent problems, ensure that the entity IDs in overlapping ACD groups are mutually exclusive.

  • Entity synonyms must be unique for an ACD group and across all ACDs that are members of the ACD group.

  • User permissions are administered separately for an ACD group and its member ACDs.

  • CMS real-time custom reports are only displayed if data collection is enabled and the ACD link status is up for at least one member ACD in the specified ACD group. An error message is displayed if these conditions are not met.

  • Custom reports that you create with the Single ACD Only option enabled cannot be run for an ACD group and vice versa.