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Comment: Edited RNs to confirm to LVSP; highlighted RNs that need to be revisited in red.

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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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Return to User Hub


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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.

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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

The Knowledge Base (KB) feature is currently in the Beta phase of development

You can now use the KB portal to easily find the information they that you need to support themselves yourself or to assist their your 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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You can access the KB portal in the following languages:

  • English
  • French
  • Spanish


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The Knowledge Base (KB) feature is currently in the Beta phase of development.

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Leave Request

Requesting Leaves

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.initiate leave requests by using the Make a time off request tab, which appears when you view a date on your calendar in the scheduler section.

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  • Depending on the settings configured by your manager, the leave request is sent to your manager for approval.
  • If your manager approves or rejects your request, the related a notification appears in your work queue, informing you of the change in the status of your request.

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Schedule

Reviewing Scheduled Callbacks

Tab

A new Schedule The Scheduled 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.Image Removed now appears when you view the details of a contact in the Contacts List section. You can use this tab to review your scheduled callbacks or validate their legitimacy in the preview mode, before launching a call.

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You cannot modify the fields of the Scheduled Callbacks tab.

Enhancements in LiveVox Agent Portal U12

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

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Account Dashboard

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

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Agent Panel

Enhancements

The user interface of the following agent UI panels have been elements and operations of the agent panel are now enhanced:

  • Logon window
  • Changing your password
  • Changing the service
  • Menu bar (header)
  • Dial pad
  • Login Page
  • Change Agent Password
  • Service Selection
  • Agent Panel - Menu Bar (Header)
  • Agent Panel - Dial Pad

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Chat

Depending on the configuration of the chat Web Widget configuration, you can now view the following information about the a 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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  • The total maximum size of the attachments must not exceed 25 MB.
  • If the template-based email contains an attachment, you cannot remove the attachment.  You can, however, remove the attachment that you have added.

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Home Bar

New Icons

New icons now appear on the home bar, depending on the settings configured by your manager. To view the name of an icon, hover over the icon.

Quick Search

You can now use the dynamic search option of the home bar to search for the following records:

  • Accounts: Name, Description, Account Type, Industry and SIC
  • Contacts: Name, Account, Original Account, and Address
  • Tickets: Name and Description
  • Notes: Name and Description

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Listing

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Multiple Accounts for an Inbound

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Call

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

  • Name
  • Account
  • Date of Birth
  • Address1Primary address
  • City

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

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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.

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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:

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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.
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    • You can customize the view by using the settings iconImage Added, which displays the Customize View window, containing the following options:
      • Reorder the fields that are displayed in the list by using the Move Up and Move Down buttons.
      • Preview the field display.
      • Enable viewing the details
    Multiple View to enable agents to see the detail
      • of all accounts at the same time by using the Multiple View button.
  • 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.
      • Clear your selection by using the Reset button.
    • You can view the details about an account and also select the account for your interaction with the customer.
    • The account that you select overrides the match returned by the IVR. If an account that is related to the customer information does not exist, you can click the NONE OF THE ABOVE button.
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    Schedule Call Back (SCB) Routing Enhancement

    Routing a Scheduled Callback

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

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    Script Desktop Page

    Resume Capability

    Agents You 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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    Tickets

    Ticket

    Assignment

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

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    , which appears when you view a ticket.

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    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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