Creating an Agent

Learn how to create and customize an agent profile

Last published at: December 15th, 2025

For an agent to interact with customers, you must create and customize a profile for that agent with the following information:

Login credentials to enable the agent to log on to the agent desktop.
A phone number to establish an audio path.
Communication channels (for example, SMS, email, or chat), language skills (for example, English or Spanish), services, and the schedule assigned to the agent.

Creating an Agent's Profile

To create a profile for an agent:

Log in to the LiveVox/SmartReach (SmartReach) portal. For more information, see Logging In to the LiveVox/SmartReach Portal.
On the Configure tab, click Agents > Agents.
The Agents window appears.
On the General tab, click Add.
The Agent Details window appears.
Select the required values for fields in each of the tabs, and then click Save. Anything marked with an * is a required field.
U17 Agent Profile Creation
Fall 24 Agent Profile Creation
The agent's profile is created.

To customize an agent's profile:

Log in to the LiveVox/SmartReach portal.
On the Configure tab, click Agents > Agents.
The Agents window appears.
Fall 24 Agents List
U17 and LV 19 Agents List
On the General tab, double-click on the agent's profile that you want to modify.
The Agent Details window appears.
LV19 Agent ChannelsFall 23 Agent Channels
Fall 24 Agents Details
In the Agent Details window, modify the values in the fields, and then click Save. You can add Channels (seen in the screenshot above), assign Agent Skills, as well as other customization options.

You have customized the agent's profile.