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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 U12 release.

New Features in LiveVox Agent Portal U12

This section describes the new features in the LiveVox U12 release.

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Knowledge Base (KB) Portal

You can now use the KB portal to easily find the information they need to support themselves or assist their customers during any type of interaction (call or chat). The information is stored as articles, which are either downloadable files or webpages.

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Leave Request

You can now request leave. To facilitate this feature, in the scheduler section on your desktop, in the window that appears when you double-click a date on the calendar, the Make a time off request tab is added.

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Schedule Callbacks Tab

A new Schedule Callbacks tab is available on the Contacts page of the Designer Desktop. This is a view-only tab for agents. This allows agents to review and validate the legitimacy of the Schedule Callbacks during preview mode before launching the call.

Enhancements in LiveVox Agent Portal U12

This section describes the enhancements to existing features in the LiveVox U12 release.

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Account Dashboard

• If you are not assigned to a team, on the Accounts Dashboard screen of the Agent Desktop, the segment value is now Agent, and the dashboard now displays only the tickets that are assigned to you for the specified date range.
• If you are assigned to an agent team, on the Accounts Dashboard screen of the Agent Desktop, the segment value is now Agent Teams, and the dashboard now displays the tickets that are assigned to you and your team such that those assigned to you appear first.

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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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Chat

Depending on the chat Web Widget configuration, you can now view the following information about the customer:

• Interested department
• Name
• Email address
• Phone number
• Account number

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Email Attachment

You can now add up to five attachments to an email (free-form or template-based) and preview them before sending the email. In addition, you can view and download attachments in the inbound emails.

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Listing of Multiple Accounts for Inbound Calls

The agent panel now displays a list of up to five matching accounts when an inbound phone number is associated with multiple contact records. By default, the list displays the following information in the account’s header:

• Name
• Account
• Date of Birth
• Address1
• City

The agents can view detailed information about the account and select the appropriate account for interaction with the customer.

The agent’s choice of account overrides the IVR match. If an account related to the information about the customer does not exist, the agents can click NONE OF THE ABOVE.

The agents can also customize the information to display in the account’s header with the use of the Settings option. When the agent clicks the Settings icon, the following Customize View dialog box appears:

The Customize View dialog box provides the following options:

• Move Up and Move Down to reorder the display of fields in the account list.
• Preview to visualize the display of selected fields in the account list.
• Multiple View to enable agents to see the detail of all accounts at the same time.
• Reset to clear the selection. When the agents click Reset, the default fields are selected, and the preview section reloads to show the default view.

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New Icons on the Home Bar

Agents can now see new icons on the Home bar, if configured by the manager. To see the name of an icon, hover over the icon.

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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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Schedule Call Back (SCB) Routing Enhancement

When an SCB is scheduled, the call is routed based on agent classification and call priority.

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Script Desktop Page Resume Capability

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

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SMS Profile

You can now send SMS messages to customers for a service only during the period that is defined on the SMS profile configured for the service.

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Ticket Assignment

You can now assign a ticket to yourself. To facilitate this enhancement, the Assign to me button is added to the ticket screen.

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Ticket Dashboard

• If you are not assigned to a team, on the Tickets Dashboard screen of the Agent Desktop, the segment value is now Agent, and the dashboard now displays only the tickets that are assigned to you for the specified date range.
• If you are assigned to a team, on the Tickets Dashboard screen of the Agent Desktop, the segment value is now Agent Teams, and the dashboard now displays the tickets that are assigned to you and your team such that those assigned to you appear first.

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