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rootLiveVox U15 Release Notes




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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.

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New Features in LiveVox U15 Agent Portal 

This section describes the new features in the LiveVox <release version> U15 release.

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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-login

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Agent Scheduling on Mobile

You can access agent schedules on the mobile application.

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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.

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Function Button

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.

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Join Meetings on Mobile

You can join meetings through the mobile application.

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Notepad

You can record your notes within your U-CRM agent desktop by using the Notes icon (Notes iconImage Added), which is available only on the home bar.

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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. 

Note
  • 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. 

Note

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.

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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.

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Contact Widget

Contact List Widget

The Contact List Widget has the following enhancements:

  • Pagination is added.
  • 10-digit numbers are formatted (for example, (917) 675-4178).

Contact Details Widget 

You can modify, update, and save the caller details during the on-call status by using the Edit button.

Contact Notes Widget 

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.

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Knowledge Worker Desktop

If you are a knowledge worker:

  • You are automatically signed out of your desktop without authentication if only a single service is assigned to you.
  • You can use a personal phonebook to which you can add your personal contacts.

    Note

    Only you can access your personal phonebook.


  • The timer appears only when you are on a call.
  • You can view the last 100 interactions in the Call History section. 

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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.comImage Modified or  or phone: (888) 477-3448.'

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VCF Support for MMS

You can now send and receive SMSes (mass and transactional) containing a Virtual Contact File (VCF).

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Visual Enhancements of Widgets on Extended Panel

Time Distribution Widget

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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Term Code Distribution Widget

Colors are changed.
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Voicemail 2.0

Below are the enhancements in Voicemail 2.0 has the following enhancements:

  • You can now record or upload a personal greeting message (supported file format: .WAV). To record/your own personal voicemail greeting from the agent desktop. This option is only available for the agent's personal voicemail. You will be able to record a greeting on the desktop or upload a maximum of 2MB .wav file to use as their greeting.

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    • To record or upload a personal greeting message, go to your personal voicemail box

    . Click the cog
    • , and then use the gear icon (Image Modified)

    as shown below, you are presented with the Record Greeting window
    • .

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    • If you do not record or upload a personalized greeting message, a default message is played to the caller.


  • The date and time stamp for past and todaycurrent day's voicemails are displayed appears in the Voicemail section of the Inbox tab. 

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Web Chat

Web chat contains the following enhancements:

  • To enable you to better understand customer intent and sentiment, you can preview in real time what your customers are typing.

    Note

    Customers are not aware that their keystrokes are visible.


  • Your customers can send an emoji.