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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.

New Features in LiveVox Agent Portal U11

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

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TSSFAP TSSFAP

Touch Screen Support for Agent Panel

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

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Floating Agent Panel Floating Agent Panel

Floating Agent Panel

This feature is applicable to the Agent Desktop Native, and it sets 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.

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Ticketing Enhancements Ticketing Enhancements

Ticketing Enhancements

Interactions (that is, contact history) are now tied linked to a specific Ticketticket.

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

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Agent Scheduler Enhancement Agent Scheduler Enhancement

Agent Scheduler Enhancement

Agents can now request to Swap Shifts 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 the 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. 

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Agent Work Queue Agent Work Queue

Agent Work Queue

Agents using who use the Designer Desktop have the ability to accesses the following new activities/tasks assigned to them by their manager, from their Agent Queue.can now use their agent work queue to: 

• View the notification task that is sent when the manager approves or rejects a swap shift request submitted by an agent. The task is sent to both the requesting agent and the agent that received the requestAny action (accepting or rejecting the request) taken by the manager on the Shift Swap requests that require manager approval, sends notification tasks to both the receiving and requesting agents.
• Review the e-Learning learning and coaching tasks assigned by the managers in the Agent Work Queue.
• Send any comments or questions to the manager who assigned the task by clicking on the Question question mark button in on the e-Learning window.

Example of an E-Learning task:The following image shows an e-learning task.

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of a Coaching Task:The following image shows a coaching task.

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Termcode Visibility Termcode Visibility

Termcode Visibility

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

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Voicemail2.0 Voicemail2.0

Voicemail 2.0

This version provides the new following voicemail 2.0 enhancements.  , wh The following features are includednow available:

•  Personal  Personal and group voicemails can now be accessed through the agent panel from the Inbox tab section.
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• Similarly Similar to SMS SMSes and email messages, agents can select personal or group voicemails from the list of available messages.    The The agent Inbox tab section displays the options available to the agent.
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• When listening to voicemails, agents can download the audio.
  

  Info
  To download using the Google Chrome browser, use the three vertical dots on the player. To download using the Mozilla Firefox browser, right-click the player, and then select

  "

  Save Audio As...

  "

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