Licensing requirements for employee multimedia capabilities

Employees consume a Multimedia Agent license when they are enabled to handle email, chat, or SMS. Employees handling multiple multimedia types do not consume additional Multimedia Agent licenses. Removing an employee’s ability to handle multimedia unlicenses the employee. For information on enabling employees to handle multimedia types, see "Managing the media types an employee can handle".

Employees licensed as Advanced supervisors or System Administrators may search Ignite’s entire repository. This includes Ignite's In Progress folder (DESKTOP), which enables supervisors to see interactions currently in agent Inboxes. This search capability does not require Multimedia Contact Center licensing. However, to view and search interactions in queue using Ignite, employees must have a Multimedia Contact Center license and multimedia agents assigned to the queue.