ACD Channels

"ACD channel" and "media type" are terms used to describe the same thing.

You can have multiple skills for each ACD channel.

A channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. is the method that agents and contacts use to communicate, such as chat, email, or voice. ACD channels are separate from digital channels. Where digital channels use routing queues, ACD channels use skills. Each skill only delivers contacts through one channel.

Setting up a channel is a different experience for each media type. See the following pages for instructions that are specific to the ACD channel you're creating: