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rootLiveVox U13 Early Adoption Release Notes



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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
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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emailreadability
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
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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accconlist
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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