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. ControlsAgent Desktopagnnewctrl1agnnewctrl1Feature 1CNAM DisplayYou can now view the caller ID name (CNAM) for inbound calls.<Brief description of the feature without screenshots or procedures.> agnnewctrl2agnnewctrl2Feature 2<Brief description of the feature without screenshots or procedures.> Data ManagementInsightNon-VoiceQualityPanel 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.
| VoiceEnhancementsThis section describes the enhancements in the following product categories. ControlsAgent DesktopKnowledge Worker Desktop Mode The Knowledge Worker desktop mode now has the following enhancements: Data Management Anchor |
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| agnenhctrl1 | Anchor |
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| extendedpanel |
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Extended Panel WidgetsThe Time Distribution widget now 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.
The last date value on the axis now displays the current date.
Icon colors (blue for click-to-dial, black for click-to-sms, and green for click-to-email) now denote the enabled status. Grey denotes that the icon is disabled.
Contact History Widget
The default view no longer displays the following information: contact target, agent, contact from, and message.
Maximum Number of Active AgentsYou 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 reached.
Voice
Voicemail 2.0
You can now record or upload a personal greeting message (supported file format: .WAV). In addition, time stamp for past and current voicemails appear in the Voicemail section of your inbox.
Info |
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If you do not record a personalized greeting message, a default message is played to the caller. |
agnenhctrl1 | Feature 1<Brief description of the feature without screenshots or procedures.>
Anchor |
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agnenhctrl2 | agnenhctrl2 | Feature 2<Brief description of the feature without screenshots or procedures.>
Data Management
Insight
Non-Voice
Quality
Voice