Agent mapping allows you to assign agents to an agent team. This allows you to add all agents who report to the same supervisor to the same team.

To assign an agent to a team:

1. Log in to the SmartReach/LiveVox portal.
2. On the Configure tab, click Agents > Agent Teams.
3. Click . The New Agent Team window appears.
4. From the Agent Mapping tab, select a team from the Source Team drop-down menu.
5. Move agents from the Source Team to the Target Team. To move a specific agent, double-click on the specific row. To move all the agents, click the Assign All button.

6. Click Save.