Page History

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

New Features in LiveVox Agent Portal U11

This section describes the new features in the LiveVox U11 release.

Anchor
TSSFAP TSSFAP

Touch Screen Support for Agent Panel

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

Anchor
Floating Agent Panel Floating Agent Panel

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.

Enhancements in LiveVox Agent Portal U11

This section describes the enhancements to existing features in the LiveVox U11 release.

Anchor
Ticketing Enhancements Ticketing Enhancements

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.

Anchor
Agent Scheduler Enhancement Agent Scheduler Enhancement

Agent 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.

Anchor
Agent Work Queue Agent Work Queue

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

Example of E-Learning task:

Example of Coaching Task:

Anchor
Termcode Visibility Termcode Visibility

Termcode Visibility

The Termination Codes editor now supports the option to hide Termination Codes within the agent panel.  Agents may have a limited view of term codes available within the agent panel.

Known Limitations

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

Anchor
knlm1 knlm1

Known Limitation 1

<Description of known limitation.>

Anchor
knlm2 knlm2

Known Limitation 2

<Description of known limitation.>

Known Issues

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

Anchor
knis1 knis1

Known Issues 1

<Description of known issues.>

Anchor
knis2 knis2

Known Issues 2

<Description of known issues.>

Fixed Issues

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

Anchor
fxis1 fxis1

Fixed Issues 1

<Description of fixed issues.>

Anchor
fxis2 fxis2

Fixed Issues 2

<Description of fixed issues.>