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 InformationYou can now view the caller information for inbound calls. Panel ResizeIf you are a digital agent or a knowledge worker, you can now resize the panels on the Agent Desktop. Note that Note: - The panel distribution can be modified to a maximum of 50%/50%.
- The setting is retained even if you log out of the Agent Desktop.
- A digital agent cannot resize the Voice tab.
EnhancementsThis section describes the enhancements in the following product categories. Agent DesktopKnowledge Worker Desktop Mode The Knowledge Worker desktop mode now has the following enhancements: - Single Service Auto-loginLogon: If only a single service is assigned to an agent and the desktop mode is set as Knowledge Worker, you do not need you (knowledge worker), you are not required to select a service when logging into on to the Agent Desktop.
- Timer Display: The timer appears only if you are in 'In-Call' statuson a call.
- Personal Phonebook: You can now use a personal phonebook anytime that contains your personal contacts anytime.
Note: Only you can access the your personal phonebook and can add, modify, or delete contacts in the phonebook. - Interaction History: You can now You can view the interaction history details of the last 100 interactions.
Data ManagementLimit on Maximum Number of Active AgentsThere 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.' Anchor |
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| Visual Enhancements of Widgets on Extended PanelTime 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 Icon colors (blue for click-to-dial, black for click-to-sms, and green for click-to-email) denote the enabled status. Grey color denotes disabled icons. Contact Details Widget The Contact Details Widget now has the following enhancements: - The order of fields is changed in mobile view.
- Numbers are formatted. For example, (123) 456-7890.
- If SMS/Email is not enabled, the icons will not show in the widget.
- Icons are now added to buttons on the widget.
Contact Notes Widget The + icon is added to the Add button. Contact History Widget The Default view does not contain Contact Target, Agent, Contact From, and Message columns now. Non-VoiceAgent-to-Agent TransferYou can now transfer a chat, email, or SMS to other available agents. VoiceVoicemail 2.0Below are the enhancements in Voicemail 2.0: - Agents now have the ability to either record or upload a personal greeting message when using Voicemail 2.0. Supported format is wav file format.
- When agent chooses not to record a personalized greeting, a default greeting will be played to a caller.
- The Date and Time Stamp for Past and Today's voicemails are displayed in the Voicemail section of the Inbox tab.
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