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Before You Begin

Ensure that you have one of the following LiveVox user roles: Manager, Superuser, Sysadmin

You can switch the service of one or more agents who are logged in to the Agent Desktop. To do so:

  1. Access the voice monitor dashboard at the enterprise or call center level.

  2. In the tabular format of the Agents widget, in the rows displaying the names of the agents whose service you want to change, select the checkboxes.

    If you want to switch the service of all the agents, select the checkbox in the column heading.

  3. Click the Switch Service icon Switch Service icon.
    The Agent Panel window appears. 

    The Allow Switch Service column indicates if you can switch the service of an agent. For a given agent, if this column does not contain a checkmark, you cannot switch the service of the agent.

  4. In the Search Service field, select the service to which you want to switch the agents.

    At the enterprise level, the Search Service field contains the services for all call centers, whereas at the call center level, the field contains the services for the selected call center. 


  5. Optional: In the Message To Agents field, enter your message to the agents, stating the reason for switching their service.

  6. Click Ok.
    A message appears to indicate if the service of the agents was switched.

    • If an agent is in the Ready or Not Ready state, the agent is immediately switched to the new service. If the agent is in any other state, the agent is switched to the new service only after they change their state to either Ready or Not Ready.
    • If you entered a message in the Message To Agents field, your message appears on the Agent Desktops of the agents, along with your name and the time that the service of the agents was switched.
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