Training Hub

Page tree

Versions Compared

Old Version 26

changes.mady.by.user Soumya Krishnan

Saved on

compared with

New Version 27

changes.mady.by.user Manisha Hegde

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

aat

Agent-to-Agent Transfer

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

Voice

Section


Column
width20%


Excerpt

Livesearch
spaceKeyTH

Return to User Hub


Page Tree
expandCollapseAlltrue
rootLiveVox U15 Early Adoption Release Notes



kw

Knowledge Worker Desktop Mode 

The Knowledge Worker desktop mode now has the following enhancements: 

  • Single Service Auto-Logon: If only a single service is assigned to you (knowledge worker), you are not required to select a service when logging on to the Agent Desktop.
  • Timer Display: The timer appears only if you are on a call.

  • Personal Phonebook: You can use a personal phonebook that contains your personal contacts anytime.

Column
width80%

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 Desktop

Info
iconfalse

Anchor
agent
agent
Caller Information

You can now view the caller information for inbound calls.

Anchor
resize
resize
Panel Resize

If you are a digital agent or a knowledge worker, you can now resize the panels on the Agent Desktop. Note:

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.

Enhancements

This section describes the enhancements in the following product categories.

Agent Desktop

Info
iconfalse
Anchor
kw
Note
Note:

Only you can access your personal phonebook and can add, modify, or delete contacts in the phonebook.


  • Interaction History: You can view the history of the last 100 interactions.

    • Data Management

    Info
    iconfalse

    Anchor
    lomnoaa
    lomnoaa
    Limit on Maximum Number of Active Agents

    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.'

    Anchor
    extendedpanel
    extendedpanel
    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
    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-Voice

    Info
    iconfalse
    Anchor
    aat
    Info
    iconfalse

    Anchor
    v2pg
    v2pg
    Voicemail 2.0

    Below 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. 


    ...