Spring24 Admin Guide

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To view existing agents navigate to the Agents section by selecting Configure > Agents > Agents from the navigation panel.

Agent characteristics are listed in the General tab while assignment to dialing services is available in the Agent Mapping tab. Agent characteristics include:

  • ID: An internal LiveVox reference number.

  • Logon ID: Unique name used by agent when logging into the agent desktop.

  • Agent Team: The agent team the agent is assigned to when a team has been assigned.
  • First/Last Name: Descriptor of agent.
  • Wrapup Time: Length of time allowed in wrap up mode between calls.  Calls where agents are pushed out of wrap up are terminated with a generic “Operator Transfer” result.
  • Audio Path (Out): Displays the agent phone number.
  • Home Agent: Checked if agent can change phone number at sign in.
  • Extension: Displays the agent extension if applicable.
  • Active: Checked if agent is allowed to sign in.
  • Last Login: Displays the last login date and time by agent.
  • Last IP: Displays the last IP used by agent on last login.
  • Email: Displays an agent's email address.
  • Cost Per Agent-Hr: Displays an hourly cost for an agent.

You can sort the displayed data by criteria in ascending or descending order by clicking on the criteria name.
You can include only wanted data using a text entry in the Search tool or by using the Filter menu. Options available under Filter:

  • Active: Agents with a check in the Active box (may sign in).
  • All: Every agent regardless of active/inactive/locked status.
  • Inactive: Agents without a check in the Active box (may NOT sign in).
  • Locked: Agents that entered an incorrect password in excess (5 is the default) of the site's configured limit (may NOT sign in).
  • Agent Team: Agents assigned to a specific agent team.

To update the agent information, double click the required agent row in General tab. You will be presented with Agent Details screen that allows you to modify agent information.

If you have associated the custom fields to the Agent entity from the Fields editor, you can view custom fields under the Details tab of the Agent Details screen.

To change the password, click the Change Password option (below the profile picture). You are presented with the below screen. Enter the Password and Confirm Password fields with your new password. Click the OK button.

Please see Creating Agent Profile section for detailed information about adding profile picture, Info, Agent Skill, Service, Change History, and Scheduled Callback tabs.