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rootLiveVox U13 Early Adoption Release Notes



Threading SMS Messages

If the phone number and the short/long-code SMS number linked to an inbound SMS or a manual SMS campaign are the same as those for a previous interaction, the thread that was used for the previous interaction is now used for the new interaction. If a previous interaction does not exist, or if the SMS campaign is new, a new thread is created.

  • Inbound SMS messages are those that are sent by customers.
    • Manual SMS messages are one of the following:
  • Messages that are sent by agents in response to messages sent by customers
  • Transactional SMS messages sent by agents
    • Automated messages sent through call flows

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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 U13 Early Adoption release.

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    New Features in LiveVox U13 Agent Portal

    This section describes the new features in the LiveVox Agent Portal Early Adoption release.

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    Teckst Widget

    You can now send SMS messages through the Teckst widget.

    Enhancements in LiveVox U13 Agent Portal

    This section describes the enhancements to existing features in the LiveVox Agent Portal Early Adoption release.

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    DTOR
    Deleting Time-Off Requests

    You can delete the non-work activities (PTO, Doctor Appointment) from your schedules.

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    Email Readability

    To improve readability, email now contains the following enhancements:

    • The original email message is separated from the subsequent messages.
    • All the elements of the email message (for example, sender, recipient, subject, and body) are clearly distinguished from each other.
    • Date and time when the email message was sent appear in the smart date format.

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    IASOOAC
    Initiating a Script Outside of a Call

    You can initiate a script on Agent Desktop with Designer without being on a phone call.

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    NAOWSC
    Notifying Agents of Work Schedule Changes

    If you are using Agent Desktop with Designer, you are notified when non-active time or published shifts are updated.

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    Recording Calls

    Calls between you and other agents during a warm transfer can now be recorded.

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    SSSOFDD
    Supporting Single Sign On for Designer Desktop

    The Single Sign On feature for Agent Desktop with Designer eliminates the need for agents to login separately to the Agent Panel and Designer Desktop.

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    ADUIE
    ADUIE
    User Interface Enhancements of Agent Desktop 
    Voice Agent Mode (Agent Panel)
    • Agent Panel now displays a vertical navigation that contains the exact same elements as tabs.
    • Agent time is now moved to top of the dial pad.
    • Inbox, SMS, and Voicemail user interfaces are now improved.
    Digital Agent Mode (Agent Panel with Extended Panel or Designer)
    • Agent state menu is available in the upper-right of the screen.
    • A visual element is now added to distinguish the agent state.
    • Client and service name are displayed the subtitle.
    • Chat user interface is improved.

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    Viewing Accounts, Contacts, or Tickets in the Accounts or Contacts Tables

    You can now view the Contacts List and Tickets List tabs in the Accounts List table and view the Accounts List and Tickets List tabs in the Contacts List table.

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    Viewing Contact Information

    You can now view information about a contact associated with a chat, email, or SMS message in your inbox on a desktop that is enabled with the unified customer relationship management (U-CRM).


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