Page History

This document provides an overview of the new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U12 release.

Agent Panel

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ADSFLR ADSFLR

List of Multiple Accounts for Inbound Call

The Agent panel displays a list of a maximum of five 5 accounts when an inbound phone number is associated with multiple accounts. Agents can see preview/details of the account and select the required account for the inbound call by clicking Select Account. If an agent selects None of the Above option from the list, the account is not selected for the call. The Agent's choice is overridden with the IVR match.

Channels

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ATAATE ATAATE

Add Attachments to Emails 

Agents can now add attachments to a transactional email (free-form or template-based). Agents have the following permissions:

• Add attachments to Free-Form Email on U-CRM
• Add attachments to Free-Form Email on Agent Panel/Bi-Directional
• Add attachments to a Template Email on U-CRM
• Add attachments to a Template Email on Agent Panel/Bi-Directional
• Send multiple attachments
• View and download any attachments associated with the Email interaction in U-CRM interaction history
• Preview any associated attachments before sending them

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WebChat - Display To Agent All Manual Entered Information WebChat - Display To Agent All Manual Entered Information

WebChat - Display Manually Entered Information to Agents

The Webchat feature now allows agents to view all manually entered information.

User Interface Enhancements

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Agent Panel Enhancements Agent Panel Enhancements

Agent Panel Enhancements

The following agent UI panels have been enhanced:

• Login Page
• Change Agent Password
• Service Selection
• Agent Panel - Menu Bar (Header)
• Agent Panel - Dial Pad

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ASTOM ASTOM

Agent Scheduling Time Off Management

Agents can now request time off and send the request to their managers for approval. Once the request is approved, the agent is removed from the available time in the Agent schedule.

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MessageBook MessageBook

Display Messagebook

Agents desktop has been enhanced to display Messagebook for HCI services.

Designer

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AgentASE AgentASE

Agent Scheduler Enhancement

Agents can set themselves unavailable with the help of Agent Scheduler application of their U-CRM desktop. If the time-off request requires manager approval, a notification is sent to the manager for approval.

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KB KB

Knowledge Base

This version offers a knowledge base feature. The knowledgebase enables agents to read articles written by other agents and managers to resolve customer issues.

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PLOCFIC PLOCFIC

List of Multiple Contacts for Inbound Call 

The designer desktop displays a contact list when an inbound phone number is associated with multiple contact records. Agents can view the list after closing the contact record associated to screen pop. Agents can select the required contact for the inbound call. The agent's choice is overridden with the IVR match.

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NIOHB NIOHB

New Icons on the Home Bar 

If configured by the manager, agents can see various icons on the Home bar. To see the name of an icon, hover over the icon.

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QSFHBAC QSFHBAC

Quick Search From Home Bar Across Pages 

Agents can now search efficiently with the dynamic search field on the Home bar. Agents do not need to go to a specific page to search. The following search fields are available:

• Account: Name, Description, Account Type, Industry and SIC
• Contact: Name, Account, Original Account, and Address
• Ticket: Name and Description
• Notes: Name and Description

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SCT SCT

Schedule Callbacks Tab

A new Schedule Callbacks tab is available on the Contact page of the Designer Desktop. This allows agents to schedule a callback.

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SDPRC SDPRC

Script Desktop Page Resume Capability

Agents now can navigate away from the script desktop pages to other desktop pages and still go back to the same location in the script.

Ticketing

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DS DS

Designer Search

This version provides increased agent search efficiency with a dynamic search field on the interface to search across Accounts, Contacts, Tickets, and Notes.

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TE TE

Ticketing Enhancements

The agent panel provides new features for creating tickets more efficiently. Agents can now create a ticket form by utilizing a combination of pre-configured as well as custom fields for the form intake process.