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 in LiveVox U15 Agent Portal This section describes the new features in the LiveVox U15 release. Agent Scheduling on MobileYou can access agent schedules on the mobile application. Caller Name DisplayYou can view the caller ID name (CNAM) for inbound calls. While this data will not be presented to you if the inbound CNAM is blank or blocked, calls will still be delivered to you.
You can create, update, or delete accounts, contacts, and tickets on external applications (for example, Jira or Salesforce) through a function button on your U-CRM agent desktops. Join Meetings on MobileYou can join meetings through the mobile application. NotepadYou can record your notes within your U-CRM agent desktop by using the Notes icon ( ), which is available only on the home bar. | Info |
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- When you click the icon, a movable and resizable Notes window appears, where you can:
- Record notes at any time, including during an interaction.
- Apply any of the following formattings to the notes: bold, italic, underline, numbered list, and bulleted list.
- Copy or cut the notes and paste them elsewhere (for example, into the New Note window of an account or contact, or into the New Comment window of a ticket).
- Delete the notes.
- You can close the Notes window without losing your notes. The notes are saved until you sign out from your desktop.
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Panel ResizingIf you are a digital agent or a knowledge worker, you can 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 sign out of the agent desktop.
- A digital agent cannot resize the Voice tab.
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Remember Me CheckboxWhen signing in to the agent desktop, you can select the new Remember Me checkbox to save your sign-in ID for a future sign-in.
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Your password will not be saved. |
Enhancements in LiveVox U15 Agent Portal This section describes the enhancements to existing features in the LiveVox U15 release. Chat HistoryYou can view the history of your chat with another agent even after you have signed out of your agent desktop, and you can receive messages while you are offline. In addition, when you sign in again, your contact list displays the names of those agents with whom you recently chatted. The Contact List Widget has the following enhancements: - Pagination is added.
- 10-digit numbers are formatted (for example, (917) 675-4178).
You can modify, update, and save the caller details during the on-call status by using the Edit button. You can add your notes and save them during the on-call status. The notes appear in the Contact Notes widget. Contact History WidgetThe Contact History Widget has the following enhancements: - Pagination is added.
- The total number of records is displayed in the lower-right corner.
- You can view all the rows without scrolling.
Knowledge Worker DesktopIf you are a knowledge worker: Maximum Number of Active AgentsYou can no longer sign in to the agent desktop when the maximum number of active agents that are signed in for an instance has already been reached. When the maximum number is reached and if another agent tries to sign in, the following message appears: 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 send and receive SMSes (mass and transactional) containing a Virtual Contact File (VCF). The Time Distribution Widget has the following enhancements: - Productive time and the Not Ready time on the chart appear in blue and red, respectively.
- Timings on the chart appear in bullet format.
Colors are changed.
 Voicemail 2.0Voicemail 2.0 has the following enhancements: Web ChatWeb chat contains the following enhancements: | 
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