Spring24 Admin Guide

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The Click Distribution tab is visible only when you select HCI or 10DMT service types from the drop-down.

Preferred Click Distribution

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

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

To configure the preferred click distribution, complete the following:

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

For more information about how to configure the preferred click distribution, see the Advanced Training in Product Documentation and check out the Preferred Click Distribution training video under Advanced Training Modules.

Agent

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

See the section on Agent Administration for further information on the administration of agents through the LiveVox 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 corner allows you to customize an agent's panel columns.