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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

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Caller Information

You can now view the caller information for inbound calls.

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Panel Resize

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

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

Knowledge Worker Desktop Mode 

The Knowledge Worker desktop mode now has the following enhancements: 

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

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

    Note

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


  • 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.

Data Management

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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 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.com or phone: (888) 477-3448.'

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Visual Enhancements of Widgets on

Extended Panel Widgets

Time Distribution Widget

The Time Distribution Widget widget now has the following enhancements:

  • Productive time is displayed in blue color and the Not Ready Time is displayed in red color on the graphtime on the chart appear in blue and red, respectively.
  • Timings are displayed under the graph on the chart appear in bullet format.
Term Code Distribution Widget

Colors are changed for the Term Code Distribution widget.

Agent Productivity Widget

The last date value on the axis now 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) now denote the enabled status. Grey

color

denotes that the icon is disabled

icons

.

Contact
Details
History Widget

The Contact Details Widget now has default view no longer displays 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 are not displayed 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

information: contact target, agent, contact from, and message.

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Maximum Number of Active Agents

You can no longer log on to the Agent Desktop when the maximum number of active agents that are logged on for an instance has already been reachedThe Default view does not contain Contact Target, Agent, Contact From, and Message columns now.

Non-Voice

Message Transfer

You 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.

Voice

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Voicemail 2.0

Below are the enhancements in Voicemail 2.0:

Agents now have the ability to either

You can now record or upload a personal greeting message

when using Voicemail 2.0. The

(supported file format

is .wav.

: .WAV). In addition, time stamp for past and current voicemails appear in the Voicemail section of your inbox.

Info

If you do not

When an agent chooses not to

record a personalized greeting message, a default

greeting

message is played to

a

the 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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