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Ticketing Enhancements
  • Interactions (contact history) are now tied to a specific Ticket.
    • If an agent sends an email from the email address displayed on the Ticket then that email transaction is tied to the ticket.

    • If an agent clicks to dial one of the phone numbers from the Ticketing screen then that transaction is tied to the ticket.

  • Interaction History at Contact and Ticket level support Event and Conversational views of Interactions.

WFO

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Floating Agent Panel

This feature is applicable to the Agent Desktop Native, and it sets the focus for the agent interface to be always on top.

Touch Screen Support for Agent Panel

The LiveVox Agent Desktop now fully supports touch screen functionality for iOS, Android, and Windows based mobile devices. 

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This document provides an overview of the new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U11 <release name> release.

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Agent Panel

New Features in LiveVox Agent Portal <Release Number>

This section describes the new features in the LiveVox <release version> release.

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  • Floating Agent Panel
    • Touch Screen Support for Agent Panel

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    FAP

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    New Feature 1

    <Description of new feature.>

    <Procedure, if any. Add a logical start and finish to the procedure and start in a new paragraph.>

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    New Feature 2

    <Description of new feature.>

    <Procedure, if any. Add a logical start and finish to the procedure and start in a new paragraph.>

    Enhancements in LiveVox Agent Portal <Release Number>

    This section describes the enhancements to existing features in the LiveVox <release name> release.

    Ticketing

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    Ticketing Enhancements

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    Existing Feature 1

    <Description of enhancement.>

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    Existing Feature 2

    <Description of enhancement.>

    <Procedure, if any. Add a logical start and finish to the procedure and start in a new paragraph.>

    Known Limitations

    This section contains the known behaviors, system maximums, and limitations in the LiveVox U11 release.

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    aschenhAgent Scheduler Enhancement
    • Agents can now request to Swap Shifts with other agents from their Designer Desktop screens. The agent receiving the swap request can accept or reject the request. This response to the offer is sent back to Agent who requested the swap. If the swap request is accepted by the other agent and manager approval is required, a notification task is sent to the manager for approval. 
    • Agents can set themselves as unavailable from the Agent Scheduler.

    • Agent Scheduler allows agents to offer shifts, which creates a task for the manager to accept or decline the request.

    AnchorawqueueawqueueAgent Work Queue

    Agents using the Designer Desktop have the ability to accesses the following new activities/tasks assigned to them by their manager, from their Agent Queue.

  • Any action (accepting or rejecting the request) taken by the manager on the time-off request, sends a notification tasks to agents in the work queue.
  • Any action (accepting or rejecting the request) taken by the manager on the Shift Swap requests that require manager approval, sends a notification tasks to both the receiving and requesting agents.
  • Review the e-Learning and coaching tasks assigned by the managers in Agent Work Queue.
  • Perform the test for the e-Learning task, if needed.

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    Known Limitation 1

    <Description of known limitation.>

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    Known Limitation 2

    <Description of known limitation.>

    Known Issues

    This section contains the known issues in the LiveVox U11 release.

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    Known Issues 1

    <Description of known issues.>

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    Known Issues 2

    <Description of known issues.>

    Fixed Issues

    This section contains the issues fixed in the LiveVox U11 release.

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    Fixed Issues 1

    <Description of fixed issues.>

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    Fixed Issues 2

    <Description of fixed issues.>

    Send any comments or questions to the manager who assigned the task by clicking on the Question button in the e-Learning window.



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