Page History

Desktop

Knowledge Worker Desktop Mode 

The Knowledge Worker desktop mode now has the following enhancements: 

• Interaction History: You can view the history of the last 100 interactions.
• Auto-login: If only a single service is assigned to an agent and the desktop mode is set as Knowledge Worker, you do not need to select a service when logging into the Agent Desktop.
• Timer Display: The timer appears only if you are in 'In-Call' status.

• Personal Phonebook: You can

  now

  use a personal phonebook

  anytime

  that contains your personal contacts anytime.

Section
Column width 20% Noprint Excerpt Image Removed Image Added Livesearch spaceKey TH Return to User Hub Page Tree expandCollapseAll true root LiveVox U15 Early Adoption Release Notes Close or Exit ADN To exit from Agent Desktop Native, select the quit or log out option from the app window. Clicking on the Close (X) button only keeps the window minimized and you can still accept calls. Also, you can right-click on the minimized ADN icon and click Quit to exit from ADN. 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 on the Agent Desktop.  Column width 80% 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 Desktop Info icon false Caller Name CNAM Display Panel Resize Panels in Desktop Close or Exit ADN Lookup Account Information Button Anchor agent agent Caller Name CNAM Display Agents 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. Anchor resize resize Panel Resize Panels in Desktop If you are a digital agent or a knowledge workerIn Agent Desktop, you can now resize the panels . You can redistribute the panels into 50% / 50%. The system preserves the new panel widths in all tabs, after logout and re-login. A Voice Agent cannot resize 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.  Anchor adn adn Anchor lookup lookup Note 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. Enhancements This section describes the enhancements in the following product categories. Agent Desktop
Info
icon false
Anchor
kw

• 
  

• Single Service Auto-Logon: If only a single service is assigned to you (knowledge worker), you are not required to select a service when logging on to the Agent Desktop.
• Timer Display: The timer appears only if you are on a call.

Data Management

Anchor
extendedpanel extendedpanel

Extended Panel Widgets

Time Distribution Widget

The 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.

Agent

Productivity Widget

The last date value on the axis now displays the current date.

Contact List Widget

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.

Anchor
lomnoaa lomnoaa

Maximum Number of Active Agents

You 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.