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  • Administrator
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  • Agent
    Getting Started Using the Agent Desktop Understanding Your Agent Role
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    Diagnostic Tools Error Messages Agent Desktop Troubleshooting Call, Email, or SMS Troubleshooting Reporting & Analytics Troubleshooting Community-Customer Service
  • Release Notes, User Guides, & Agent Guides
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Quick Start

  • Logging In to the SmartReach Portal
  • Understanding User Roles and Permissions
  • Creating a User
  • Unlocking a User
  • Deleting a User
  • Downloading the Agent Desktop Native Application as an Administrator
  • Configuring Agent Desktop Native Application as an Administrator
  • Work-From-Home Guide
  • Understanding and Navigating the Monitor Tab
  • Creating an Agent
  • Activating an Agent
  • Unlocking an Agent
  • Assigning Services to an Agent
  • Changing an Agent's Password
  • Deleting an Agent
  • Routing Calls to Agents
  • Assigning an Agent to an Agent Team
  • Assigning Skills to an Agent
  • Understanding SmartReach Services
  • Copying a Service
  • Moving a Service
  • Renaming a Service
  • Deleting a Service
  • The LiveVox Quick Connect (QC) Service
  • Configuring the LiveVox Quick Connect (QC) Service
  • Associating Phone Numbers with a Service
  • Configuring Client-Level Service Settings
  • Understanding Service-Level Configuration Options
  • Creating a Service Group
  • Using Subnet IP for Added Security
  • Minimum PC Requirements for Administrators (Users) and Agents
  • Creating a Group Voicemail
  • Requesting a New Inbound Service
  • Requesting Quality Assurance (QA) Testing for Services, Messages, or Call Flows
  • Requesting a New Manual Service
  • Requesting an HCI Service
  • Requesting Additional Call Centers
  • Processing Quick Connect Service Requests
  • Managing Reporting Outcomes
  • Deleting an Agent Voicemail
  • Creating an Agent Extension
  • Requesting a New Preview Service
  • Requesting a New Unattended Service
  • Customizing Export Formats
  • Routing an Inbound Call
  • Creating a Message and Assigning the Message to a Service
  • Technical Specifications and Requirements
  • LiveVox Minimum Agent and User Requirements
  • Configuring a Preview All Service Type
  • Configuring the Unattended Service Type
  • Configuring the Human Call Initiator (HCI) Service
  • Configuring a 10DMT Service
LiveVox Fall 2023 Release

About SmartReach

SmartReach a next-generation contact center platform that powers more than 14 billion interactions a year. By seamlessly integrating omnichannel communications, CRM, AI, and WFO capabilities, the Company’s technology delivers an exceptional agent and customer experience while reducing compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation.



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