In addition to service groups, the LiveVox voice 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 will be distributed to the group of agents irrelevant of services into 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 only be assigned to one agent team.
Agent Teams Editor
To access the Agent Team editor navigate to Configure > ACD > Agent Teams within the Navigation Panel. Agent teams can be created, managed, or deleted using this tool. However, clicking at Delete Team button will deactivate the Agent Team.
Agent Teams within Agents Configuration
The Agents tool presents the Agent Team column to view agents' assigned teams.
You may also filter agents by agent team using the Filter drop down and selecting Agent Team.
The Agent screen presents 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 tool allows you to easily map agents from one team to another.
The Agents tool also allows the assignment of agent teams to multiple agents through file import. Users can quickly modify multiple agents .
Agent Teams in Services Editor
Within the Services editor, you can configure the preferred routing method for a selected service in the Routing tab. You may select Service, Service Group or Agent Teams Routing. When Agent Team Routing is implemented, users will be required to define the Team Routing Type (routing algorithm) from within this screen.
Routing tab within Services editor is only presented if the service has an Agent Team or Resource Group assigned.
