.Viewing Existing Agents vU9

To view existing agents navigate to the Agents section by selecting Configure > ACD > Agent 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 ACD.

• 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.

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 for tool or by using the Filter menu and selecting search using the magnifier icon. 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 Agents screen that allows you to modify agent information.

Please see Creating Agent Profile section for detailed information about Info, Agent Skill Mapping, Change History, Service Mapping tabs. 

The Profile Picture tab, available when you edit agent information, allows you to assign/update the agent profile with a default or custom picture.

To upload a custom picture first click either the empty Upload field or the green arrow icon. Then navigate to the desired file in your local directory and double click it, or select it and click Open. The Image Cropper window will open allowing you to crop your profile picture from the uploaded file. Click Ok and Save to update the agent information.