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This document provides an overview of new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U15 release. | Tip |
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New Features in LiveVox U15 Agent Portal
This section describes the new features in the LiveVox <release version> U15 release.
Panel Resizing
In Agent Desktop, you can now resize the panels. You can redistribute the panels into 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-loginAgent Scheduling on Mobile
You can access agent schedules on the mobile application.
Caller Name Display
You can view the caller ID name (CNAM) for inbound calls. While this data will not be presented to you if the inbound CNAM is blank or blocked, calls will still be delivered to you.
You can create, update, or delete accounts, contacts, and tickets on external applications (for example, Jira or Salesforce) through a function button on your U-CRM agent desktops.
Join Meetings on Mobile
You can join meetings through the mobile application.
Notepad
You can record your notes within your U-CRM agent desktop by using the Notes icon (
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- When you click the icon, a movable and resizable Notes window appears, where you can:
- Record notes at any time, including during an interaction.
- Apply any of the following formattings to the notes: bold, italic, underline, numbered list, and bulleted list.
- Copy or cut the notes and paste them elsewhere (for example, into the New Note window of an account or contact, or into the New Comment window of a ticket).
- Delete the notes.
- You can close the Notes window without losing your notes. The notes are saved until you sign out from your desktop.
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Panel Resizing
If you are a digital agent or a knowledge worker, you can resize the panels on the agent desktop.
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- The panel distribution can be modified to a maximum of 50%/50%.
- The setting is retained even if you sign out of the agent desktop.
- A digital agent cannot resize the Voice tab.
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Remember Me Checkbox
When signing in to the agent desktop, you can select the new Remember Me checkbox to save your sign-in ID for a future sign-in.
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Your password will not be saved. |
Enhancements in LiveVox U15 Agent Portal
This section describes the enhancements to existing features in the LiveVox U15 release.
Chat History
You can now view the history of your chat with another agent even after you have logged signed out of your Agent Desktopagent desktop, and you can receive messages while you are offline. In addition, when you log on sign in again, your contact list displays the names of those agents with whom you recently chatted.
The Contact List Widget has the following enhancements:
- Pagination is added.
- 10-digit numbers are formatted (for example, (917) 675-4178).
You can modify, update, and save the caller details during the on-call status by using the Edit button.
You can add your notes and save them during the on-call status. The notes appear in the Contact Notes widget.
Contact History Widget
The Contact History Widget has the following enhancements:
- Pagination is added.
- The total number of records is displayed in the lower-right corner.
- You can view all the rows without scrolling.
Knowledge Worker Desktop
If you are a knowledge worker:
Limit on Maximum Number of Active Agents
You can no longer log on sign in to the Agent Desktop agent desktop when the maximum number of active agents that are logged on signed in for an instance has already been reached. Once When the maximum limit number is reached for active agents and if another agent tries to log sign in, the system will display the following message appears: 'The maximum number of agents has been exceeded. Please have your LiveVox System Administrator contact the LiveVox Customer Care team for assistance by email: customercare@livevox.com
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You can now send and receive SMSes (mass and transactional) containing a Virtual Contact File (VCF).
The Time Distribution Widget 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.
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Colors are changed.
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Voicemail 2.0
Below are the enhancements in Voicemail 2.0 has the following enhancements:
Web Chat
Web chat contains the following enhancements:
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