The most common cause of this is that every ACD Agent license you add must have a corresponding extension device license. To check if the agent has an extension license in Akixi, click on Administration>Devices and search for the agent in the list. If there isn't an extension there, you will need to add it (after confirming with the end user that they are happy to pay the extra monthly charge).

An extension license is required for every user that the customer wants to monitor. The ACD license adds extra reporting capabilities for those extensions.