Spring24 Admin Guide

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Click Distribution tab will be visible only when HCI or 10DMT service types are selected from the drop down.



Preferred Click Distribution

This tab allows permitted users to configure preferred click distribution at service or service group level: 

  • Service - Clicks are routed to the agents assigned directly to this service when Services is selected as preferred click distribution.
  • Service Group - Clicks are routed to the agents assigned to the services associated with the service group when Service Group is selected as preferred click distribution. 

To configure Preferred Click Distribution, you need to follow these steps:

  • Create clicker only HCI or 10DMT service.
  • Create Click Distribution service group (UNIFORM_DISTRIBUTION type) and assign HCI or 10DMT clicker only service you created to this group.
  • Create and assign HCI or 10DMT closer service group.
  • Configure click distribution of all HCI or 10DMT services.

For more information on how to configure Preferred Click Distribution, please visit User Hub Advanced Training and check out Preferred Click Distribution training video under Advanced Training Modules.


Agent

The fields displayed in this tab are similar to those in Agent Administration.

  • See section on Agent Administration for further information on the administration of agents through LiveVox Voice Portal.


The Filter/Search interface in the Agent Panel (screenshot above) allows you to search for Agents using the magnifier icon. The cog icon in the upper right-hand corner allows you to customize agents panel columns.