Assigning an Agent to an Agent Team
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.
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When you add an agent team, assign services to the agent team. If a service is not assigned to an agent team, the agent team does not appear in the Monitor tab.
To assign an agent to a team:
- Log in to the LiveVox Portal.
- On the Configure tab, click Agents > Agent Teams.
- Click
. The New Agent Team window appears. - From the Agent Mapping tab, select a team from the Source Team drop-down menu.
- Move agents from the Source Team to the Target Team.
U15, U17, and U19 U13 and prior - To move a specific agent, double-click on the specific row.
- To move all the agents, click the Assign All button.
- To move a specific agent, select the agent you want to move and then click the add selected agent icon >.
- To move all the agents, click the add all agents icon >>.
Click Save.