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rootLiveVox U12 Early Adoption Release Notes




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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 U12 release.

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Agent Panel

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ADSFLR
ADSFLR
List of Multiple Accounts for an Inbound Call

The 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.

Channels

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ATAATE
ATAATE
Add 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
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WebChat - Display To Agent All Manual Entered Information
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WCDAAMEI

Display Manually Entered Information to Agents on WebChat

The Webchat feature now allows agents to view all manually entered information.

User Interface Enhancements

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AnchorAgent Panel EnhancementsAgent Panel EnhancementsAgent Panel Enhancements

The following agent UI panels have been enhanced:

  • Login Page
  • Change Agent Password
  • Service Selection
  • Agent Panel - Menu Bar (Header)
  • Agent Panel - Dial Pad
AnchorASTOMASTOMAgent Scheduling Time Off Management

Agents 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.

AnchorMessageBookMessageBookDisplay Messagebook

Agents desktop has been enhanced to display Messagebook for HCI services.

Designer

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AgentASE
AgentASE
Agent Scheduler Enhancement

Agents 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.

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KB
Knowledge Base

This 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.

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PLOCFIC
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.

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NIOHB
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.

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QSFHBAC
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

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SCT
Schedule Callbacks Tab

A 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. 

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SDPRC
Script Desktop Page Resume Capability

Agents 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

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SCBRE
Schedule Call Back (SCB) Routing Enhancement

When an SCB is scheduled, the call is routed based on agent classification and call priority.

Ticketing

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DS
Designer Search

This version provides increased agent search efficiency with a dynamic search field on the interface to search across Accounts, Contacts, Tickets, and Notes.

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Ticketing Enhancements

The 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

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APE
APE
Agent Panel Enhancements

The 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 Management

Agents 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.

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