This document provides an overview of the new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U12 release. Agent PanelList of Multiple Accounts for an Inbound CallThe Agent panel displays Panel can now display a list of a maximum of five 5 up to five matching accounts when an inbound phone number is associated with multiple accounts. Agents can see preview/details of the account contact records allowing the agent to preview the details of and select the required appropriate account for the inbound call that interaction by clicking Select Account. the Select Account button which will associate that inbound call to the corresponding account. If an agent selects the, None of the Above option from the list , the then an account is not selected associated for the call. The Agent's choice is overridden with the IVR match By default, the preview of accounts view on the Agent Panel includes the following: - Name
- Account
- Date of Birth
- Address1
- City
The Agent can customize the fields visible in the multiple account preview to include up to 18 total fields of which they can order them (up/down) according to their preference. ChannelsAdd Attachments to Emails Agents can now add attachments to a transactional email (free-form or template-based). Agents have the following permissions: - Add attachments to Free-Form Email on U-CRM
- Add attachments to Free-Form Email on Agent Panel/Bi-Directional
- Add attachments to a Template Email on U-CRM
- Add attachments to a Template Email on Agent Panel/Bi-Directional
- Send multiple attachments
- View and download any attachments associated with the Email interaction in U-CRM interaction history
- Preview any associated attachments before sending them
| WebChat - Display To Agent All Manual Entered Information | WebChat - WebChat - Display To Agent All Manual Entered Information | The Webchat feature now allows agents to view all manually entered information.
User Interface Enhancements
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Agent Panel Enhancements | Agent Panel Enhancements | Agent Panel EnhancementsThe following agent UI panels have been enhanced:
- Login Page
- Change Agent Password
- Service Selection
- Agent Panel - Menu Bar (Header)
- Agent Panel - Dial Pad
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ASTOM | ASTOM | Agent Scheduling Time Off ManagementAgents can now request time off and send the request to their managers for approval. Once the request is approved, the agent is removed from the available time in the Agent schedule.
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MessageBook | MessageBook | Display MessagebookAgents desktop has been enhanced to display Messagebook for HCI services.
Designer
Agent Scheduler EnhancementAgents can set themselves unavailable with the help of Agent Scheduler application of their U-CRM desktop. If the time-off request requires manager approval, a notification is sent to the manager for approval.
Knowledge BaseThis version offers a knowledge base feature. The knowledgebase The new knowledgebase feature of LiveVox enables agents to create and read articles written by other agents and managers to resolve customer issues.
List of Multiple Contacts for Inbound Call The designer desktop displays a contact list when an inbound phone number is associated with multiple contact records. Agents can view the list after closing the contact record associated to screen pop. Agents can select the required contact for the inbound call. The agent's choice is overridden with the IVR match.
New Icons on the Home Bar If configured by the manager, agents can see various Agents can now see new icons on the Home bar. To see the name of an icon, hover over the icon.
Quick Search From Home Bar Across Pages Agents can now search efficiently with the dynamic search field on the Home bar. Agents do not need to go to a specific page to search. The following search fields are available:
- Account: Name, Description, Account Type, Industry and SIC
- Contact: Name, Account, Original Account, and Address
- Ticket: Name and Description
- Notes: Name and Description
Schedule Callbacks TabA new Schedule Callbacks tab is available on the Contact page of the Designer Desktop. This is a view-only tab for agents. This allows agents to schedule a callback.review and validate the legitimacy of the Schedule Callbacks during Preview mode before launching the call.
Script Desktop Page Resume CapabilityAgents can now can navigate away from the script desktop pages to other desktop pages and still go back to resume from the same location in the script.
Schedule Callback
Schedule Call Back (SCB) Routing EnhancementWhen an SCB is scheduled, the call is routed based on agent classification and call priority.
Ticketing
Designer SearchThis version provides increased agent search efficiency with a dynamic search field on the interface to search across Accounts, Contacts, Tickets, and Notes.
Ticketing EnhancementsThe agent panel provides new features for creating tickets more efficiently. Agents can now create a ticket form by utilizing a combination of pre-configured as well as custom fields for the form intake process.
User Interface Enhancements
Agent Panel EnhancementsThe following agent UI panels have been enhanced:
- Login Page
- Change Agent Password
- Service Selection
- Agent Panel - Menu Bar (Header)
- Agent Panel - Dial Pad
Agent Scheduling Time Off ManagementAgents can now send time off requests to their managers for approval. After the request is approved, the agent schedule is updated to show the unavailable time.
