Agents are often added by a LiveVox system administrator. However, managers or supervisors can also have configuration privileges so that they can add or update agent profiles in the LiveVox Portal (LVP) as needed.
You can use the Agent Administration functionality for the following agent-related tasks:
- View and manage agent records.
- Map agents to services or vice-a-versa.
- Classify agents for preferential routing of inbound or outbound traffic based on an attribute the agents may possess.
- Route calls to specific agent that is assigned to an account or to the agent that last spoke to the consumer.
- Import and export agent lists.
- Optionally assign agents to teams and phonebooks.
This section contains the following topics.
- Overview of Agent Administration
- Creating Agent Profile
- Viewing Existing Agents
- Agent Fields
- Modifying Agent Details
- Unlocking Agents
- Agent Service Mapping
- Agent Skill Mapping
- Exporting and Importing Agents
- Deleting Agents
- Scheduling Agent Hours
- Copy of Managing Agent Inactivity
- Agent Specific Routing
- Managing Agent Teams
- .Agent Administration vU9
- .Agent Administration vU10
- .Agent Administration vU15
- .Agent Administration vU13
- .Agent Administration vLV19
- .Agent Administration vU17