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 |
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- 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.
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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: 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 displays 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.comImage Removed or phone: (888) 477-3448.' Anchor |
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| Visual Enhancements of Widgets on Extended PanelThe 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 Timings are displayed under the graph in the bullet format.
Colors are changed for the Term Code Distribution widget. Previously, the was displayed as the date of the previous day. Now, the last date value on the axis The Contact Details Widget now has the following enhancements: - The order of fields is changed in the mobile view.
- Numbers are formatted. For example, (123) 456-7890.
- If SMS/Email is not enabled, the icons will are not show displayed in the widget.
- Icons are now added to buttons on the widget.
The + icon is added to the Add button. Contact History WidgetThe Default view does not contain Contact Target, Agent, Contact From, and Message columns now. Non-VoiceMessage TransferYou can now transfer your chat, email, or SMS message interactions to your team members. This enhancement ensures that all conversations are handled by appropriate personnel and/or escalated when required. 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 The supported file format is .wav file format.
- When an agent chooses not to record a personalized greeting, a default greeting will be is played to a caller.
- The Date date and Time Stamp time stamp for Past past and Todaytoday's voicemails are displayed in the Voicemail section of the Inbox tab.
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