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This document provides an overview of new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U14 release.

New Features 

This section describes the new features in the following product categories.

Data Management

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Function Button

You can now create or update account, contact, and ticket records on Jira or Salesforce through a function button on your desktops.

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Notepad

You can now record your notes within your Agent Desktop by using a notepad that you can access through the home bar.

Quality

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Agent Scheduling on Mobile

You can now access Agent Schedules on the mobile application.

Voice

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Artificial Intelligence (AI) Agents

The LiveVox U14 platform now supports AI agents.

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Meetings

The Knowledge Worker desktop mode now contains the following features:

• If you are a back-office agent using the Knowledge Worker desktop mode, you can launch meetings by using a new video conference room application called Meetings, which appears on the left pane of your Desktop.
• You can join meetings through the mobile application.

Enhancements

This section describes the enhancements in the following product categories.

Data Management

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Visual Enhancements of Widgets on Extended Panel

Time Distribution Widget

The Time Distribution Widget now has the following enhancements:

• Productive time is displayed in blue color and Not Ready Time is displayed in red color on the graph.
• Instead of a table of various timings, these timings are displayed under the graph in the bullet format.

Term Code Distribution Widget

Colors are changed for the Term Code Distribution widget.

Agent Productivity Widget

Previously, the last date value on the axis was displayed as the date of the previous day. Now, the last date value on the axis displays the current date.

Credit Card and Check Advanced Widgets 

Icons are now added to buttons on the Credit Card and Check Advanced Widgets.

Contact List Widget

The Contact List Widget now has the following enhancements:

• Pagination is added.
• 10 digit numbers are formatted. For example, (917) 675-4178.

Contact Details Widget 

The Edit button is renamed Edit Contacts.

Contact Notes Widget 

The + icon is added to the Add button.

Contact History Widget

The Contact History Widget now has the following enhancements:

• Pagination is added
• The total number of records is displayed in the lower-right

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Update Contact on Script Panel

You can now update and save the contact details on the Script panel at any time during a call.

Non-Voice

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MMS Support

You can now send and receive SMS messages (mass and transactional) with multimedia content.

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Web Widget

The Web Widget now has the following enhancements:

• You can send and receive files through web chat. 
• You can preview what your customers are typing, in real time. This enables you to better understand customer intent and sentiment.

Voice

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Personalized Voicemail Greetings

On Voicemail 2.0, you can now record personalized voicemail greetings from the Agent Desktop. You can also view the time and date stamps for the voicemails of the current day and the past days in the Voicemail inbox.