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. Agent DesktopCaller Name DisplayAgents 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. Resize Panels in DesktopIn Agent Desktop, you can now resize the panels. You can redistribute the panels into 50% / 50%. The system preserves the new panel widths in all tabs, after logout and re-login. - A Voice Agent cannot resize 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.
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| There is now a limit on the maximum active agents per instance. Once the maximum limit is reached for active agents and if another agent tries to log in, the system will display the following message: 'The maximum number of agents has been exceeded. Please have your LiveVox System Administrator contact the LiveVox Customer Care team for assistance by email: customercare@livevox.com or phone: (888) 477-3448.'
You can now transfer a chat, email, or SMS to other available agents.