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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

If you are using the Agent Desktop Native, you can enable the agent interface to always appear on top of other applications. This feature is applicable to the Agent Desktop Native. It displays the agent interface 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 linked to a specific ticket.

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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 is sent to 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 who use the Designer Desktop 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 request.
• Review the e-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 the question mark button on the e-Learning window.

The following image shows an e-learning 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 within the agent panel. Agents may have a limited view of the termination codes available within the agent panel.

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Voicemail2.0 Voicemail2.0

Voicemail 2.0

This version provides the following voicemail 2.0 enhancements, wh The following features are now available:

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

• 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...

  

ACD Restart

To avoid such loss of information, ensure that you have resolved messages from the previous day.