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New Features in LiveVox Agent Portal U11

This section describes the new features in the LiveVox U11 release

Floating Agent PanelThis feature is applicable to the Agent Desktop Native, and it sets the focus for the agent interface to be always on top

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This document provides an overview of the new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U11 release.

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Agent Panel

Info
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TSS

TSSFAP

TSS

TSSFAP
Touch Screen Support for Agent Panel

The LiveVox Agent Desktop now fully supports the touch screen functionality for iOS, Android, and Windows-based mobile devices. 

Ticketing

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Enhancements in LiveVox Agent Portal U11

This section describes the enhancements to existing features in the LiveVox U11 release.

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Ticketing Enhancements
Ticketing Enhancements
Ticketing Enhancements

Interactions (that is, contact history) are now

tied

linked to a specific

Ticket

ticket.

Info
  • If an agent sends an email from the email address displayed on the
Ticket then that
  • ticket, the email transaction is
tied
  • linked to the ticket. 
  • If an agent clicks to dial one of the phone numbers from the Ticketing screen
then
  • , that transaction is
tied
  • linked to the ticket.
  • Interaction History at Contact and Ticket level support Event and Conversational views of Interactions.
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    WFO

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    Agent Scheduler Enhancement
    Agent

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    Scheduler Enhancement
    Agent Scheduler Enhancement

    Agents can now request to

    Swap Shifts

    swap shifts with other agents from their Designer Desktop screens. The agent receiving the swap request can accept or reject the request. This response

    to the offer

    is sent

    back

    to

    Agent

    the agent who requested the swap. If the swap request is accepted by the other agent and manager approval is required, a notification task is sent to the manager for approval. 

  • Agents can set themselves as unavailable from the Agent Scheduler.
  • Agent Scheduler allows agents to offer shifts, which creates a task for the manager to accept or decline the request.

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    Agent Work Queue
    Agent Work Queue

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    Agent Work Queue

    Agents using who use the Designer Desktop have the ability to accesses the following new activities/tasks assigned to them by their manager, from their Agent Queue.can now use their agent work queue to: 

    • View the notification task that is sent when the manager approves or rejects a swap shift request submitted by an agent. The task is sent to both the requesting agent and the agent that received the request
    • Any action (accepting or rejecting the request) taken by the manager on the time-off request, sends a notification tasks to agents in the work queue.
    • Any action (accepting or rejecting the request) taken by the manager on the Shift Swap requests that require manager approval, sends a notification tasks to both the receiving and requesting agents.
    • Review the e-Learning learning and coaching tasks assigned by the managers in the Agent Work Queue.
    • Perform the test for the e-Learning task, if needed.
    • Send any comments or questions to the manager who assigned the task by clicking on the Question question mark button in on the e-Learning window.

    The following image shows an e-learning task.

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    The following image shows a coaching task.

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    Termcode Visibility
    Termcode Visibility
    Termcode Visibility

    The Termination Codes editor now supports the option to hide termination codes within the agent panel. Agents may have a limited view of the termination codes available within the agent panel.

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    Voicemail2.0
    Voicemail2.0
    Voicemail 2.0

    This version provides the following voicemail 2.0 enhancements, wh The following features are now available:

    •  Personal and group voicemails can be accessed through the agent panel from the Inbox section.
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    • Similar to SMSes and email messages, agents can select personal or group voicemails from the list of available messages. The agent Inbox section displays the options available to the agent.
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    • When listening to voicemails, agents can download the audio.

      Info
      • To download using the Google Chrome browser, use the three vertical dots on the player.
      • To download using the Mozilla Firefox browser, right-click the player, and then select Save Audio As...

      Image Added

    Note

    For more information, see the Voicemail 2.0 (U10, U11, U12) infosheet.




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