Logging Agents Out of the LiveVox Platform

Before You Begin Ensure that you have one of the following LiveVox user roles: Manager, Superuser, Sysadmin You can log out one or more agents from their Agent Desktop if they are not on a call. To do so: Log in to the LiveVox Portal. Access the Monitor dashboard at the enterprise or call center level. In the Voice section, as required, click one of...

Sending Messages to Agents

Before You Begin Ensure that you have one of the following LiveVox user roles: Manager, Superuser, Sysadmin You can send messages to one or more agents when they are logged in to the Agent Desktop. To do so: Log in to the LiveVox Portal. Access the Monitor dashboard at the enterprise or call center level. In the Voice section, as required, click one...

Switching the State or Service of Agents

Using the LiveVox Portal (LVP), you can change the state of your agents who are logged in to the agent desktop from the Ready state to the Not Ready state and vice versa. In addition, you can change the service that your agents selected when they logged in to the agent desktop. Before You Begin Ensure that you have one of the following LiveVox user ...

Monitoring an Agent's Call

You can listen to a call between your agent and a customer in real-time (Monitor). In addition, you can privately guide the agent (Coach), or voluntarily participate in the call by interacting with both the agent and the customer (Barge). This article describes how to monitor an agent's call on the LiveVox Portal (LVP) by using the Monitor, Coach, a...