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. Agent DesktopCaller Name CNAM DisplayAgents You can now see view the caller 's name in the inbound calls. If the caller name information is not available, the caller's name is displayed as Unknown. This information is displayed in the ACD and Direct tabs of the Agent Panel. ID name (CNAM) for inbound calls. Panel Resize Panels in DesktopIf you are a digital agent or a knowledge workerIn Agent Desktop, you can now resize the panels . You can redistribute the panels into on the Agent Desktop. Note |
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- The panel distribution can be modified to a maximum of 50%/50%.
| Note that a Voice Agent cannot resize any of the panels. A Digital Agent can resize all the tabs except the Voice tab. A Backoffice Agent or Knowledge Worker can resize all the tabs. The system will preserve the new panel widths in all tabs, even after logout and re-login.- The setting is retained even if you log out of the Agent Desktop.
- A digital agent cannot resize the Voice tab.
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EnhancementsThis section describes the enhancements in the following product categories. Agent DesktopKnowledge Worker Desktop Mode The Knowledge Worker desktop mode now has the following enhancements: Data Management Anchor |
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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 WidgetThe 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. VoiceVoicemail 2.0You 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 |
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| phonebook | phonebook | Personal Phonebook for Backoffice AgentsA backoffice agent can now use a personal phonebook anytime that contains the agent's personal contacts. Only the agent can access his personal phonebook. Agents can add contacts in the phonebook and can modify or delete the entries.
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autologin | autologin | Auto-login in Knowledge Worker ModeIf only a single service is assigned to an agent and the desktop mode is set as Knowledge Worker, the agent doesn’t need to select a service when logging into the Agent Desktop.
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timer | timer | Timer Display in Knowledge Worker ModeIn Knowledge Worker desktop mode, the timer appears only if you are in 'In-Call' status.
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history | history | Call History for Backoffice AgentsThe Agent Desktop for Backoffice agents now shows the agent’s call history. The Call History tab displays the list of recent 100 calls made by/to the agent.
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adn | adn | Close or Exit ADNWhen you click the Close (x) button in the upper right corner of the Agent Desktop Native, the application is not completely closed, instead the app window is minimized. The system keeps you logged in and you can accept phone calls.
To exit from the app, you can right-click on the minimized ADN icon and click Quit or select the quit or log out option from the maximized app window.
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lookup | lookup | Lookup Account Information ButtonThe lookup account information button in the Agent Desktop now functions when the U-CRM is displayed. When you click the button, the Contact information is displayed in the U-CRM.
Enhancements
This section describes the enhancements in the following product categories.
Non-Voice
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aat | aat | Agent-to-Agent TransferYou can now transfer a chat, email, or SMS to other available agents