Page History

This document provides an overview of new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U15 release.

New Features 

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

Controls

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Feature 1

<Brief description of the feature without screenshots or procedures.>

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Feature 2

<Brief description of the feature without screenshots or procedures.>

Agent Desktop

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 Caller Name Display

Agents can now see the caller's name in the inbound calls. If the caller name information is not available, the caller's name is displayed as Unknown.

This information is displayed in the ACD and Direct tabs of the Agent Panel.

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Resize Panels in Desktop

In Agent Desktop, you can now resize the panels. You can redistribute the panels into a maximum of 50% / 50%. Note that a Voice Agent cannot resize any of the panels. A Digital Agent can resize all the tabs except the Voice tab. A Backoffice Agent or Knowledge Worker can resize all the tabs. The system will preserve the new panel widths in all tabs, even after logout and re-login.

Data Management

Insight

Non-Voice

Quality

Voice

Enhancements

This section describes the enhancements in the following product categories.

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Feature 1

<Brief description of the feature without screenshots or procedures.>

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Feature 2

<Brief description of the feature without screenshots or procedures.>

Data Management

Insight

Non-Voice

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Agent Transfer

You can now transfer a chat, email, or SMS to other available agents.

Quality

Voice