Training Hub

Page tree

Versions Compared

Old Version 10

changes.mady.by.user Jose Borunda

Saved on

compared with

New Version Current

changes.mady.by.user Susheel Ashtaputre

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.


Known Limitation 1

<Description of known limitation.>

Section


Column
width20%


Noprint


Excerpt

Image Removed

Livesearch
spaceKeyTH

Return to User Hub

Page Tree
expandCollapseAlltrue
rootRelease Notes

Excerpt Include
Product Webinars
Product Webinars
nopaneltrue




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.

Enhancements in LiveVox Agent Portal U11

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

Column
width80%

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

Tip
iconfalse

Table of Contents
maxLevel2
minLevel2

New Features in LiveVox Agent Portal U11

This section describes the new features in the LiveVox U11 release.

Info
iconfalse

Anchor
TSSFAP
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. 

Image Modified

Anchor
Floating Agent PanelFloating Agent Panel
Info
iconfalse

Anchor
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
  • .

Image Modified

Anchor
Agent Scheduler Enhancement
Agent 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. 

Image Modified

  • 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.

Anchor
Agent Work Queue
Agent Work Queue
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.

Example of E-Learning task:

Image Removed

The following image shows an e-learning task.

Image Added

The following image shows a coaching task.Example of Coaching Task:

Image Modified

Anchor
Termcode Visibility
Termcode Visibility
Termcode Visibility

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

Known Limitations

This section contains the known behaviors, system maximums, and limitations in the LiveVox U11 release.

Info
iconfalse
Anchor
knlm1knlm1
Anchor
knlm2
Anchor
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.
    Image Added
  • 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.
    Image Added

  • 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.

knlm2Known Limitation 2

<Description of known limitation.>

Known Issues

This section contains the known issues in the LiveVox U11 release.

Info
iconfalse
Anchorknis1knis1Known Issues 1

<Description of known issues.>

Anchorknis2knis2Known Issues 2

<Description of known issues.>

Fixed Issues

This section contains the issues fixed in the LiveVox U11 release.

Info
iconfalse
Anchorfxis1fxis1Fixed Issues 1

<Description of fixed issues.>

Anchorfxis2fxis2Fixed Issues 2<Description of fixed issues.>




Noprint