In addition to service groups, the LiveVox Portal supports routing calls to agents based on agent teams. Agent teams are groupings of agents configured by administrative users. If a service is configured to use Agent Team routing, calls are distributed to the group of agents regardless of the services to which they are signed in. This is different from service group routing, which distributes calls to agents logged into the services assigned to the service group.
An agent can be assigned to only one agent team.
Agent Teams Editor
To access the Agent Team editor, navigate to Configure > Agents > Agent Teams within the Navigation Panel. You can create, manage, and delete agent teams using this tool.
Agent Teams within Agents Configuration
The Agents window displays the Agent Team column to view the assigned teams for each agent.
You can also filter agents by agent team using the Filter drop-down list and selecting Agent Team.
- The Agent Details screen contains the Agent Team drop-down menu, which allows you to assign an agent team to an individual agent.
- The Agent Team Mapping tab within the Agents window allows you to easily map agents from one team to another.
- The Agents window also allows you to assign agent teams to multiple agents through file import feature. Users can quickly modify multiple agents.
Agent Teams in the Services Editor
Within the Services editor, you can configure the preferred routing method for a selected service in the Routing tab. You can select Service, Service Group, or Agent Teams Routing. When Agent Team Routing is implemented, users are required to define the Team Routing Type (routing algorithm) from within this screen.
The Routing tab within the Services editor is only displayed if the service has an agent team or resource group assigned.
