The agents in an ACD group may actively service certain queues. The ACDGroup reflects an ACD pilot, split, or group and provides methods to manipulate agent information. An ACD group services one or more queues. Applications can use the ACDGroup object to determine associated queues. In TAPI, the Agent object directly relates to the operating system's user login name.
Applications can enumerate and create session objects.
Applications can use the session object to track the agent activity within a particular ACD group. The creation of an agent session is analogous to the agent logging into a group in a traditional ACD system.