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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 <release name> U11 release. New Features in LiveVox Agent Portal U11This section describes the new features in the LiveVox U11 release. | Info |
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| | Touch Screen Support for Agent PanelFloating Agent PanelTouch Screen Support for Agent PanelThe LiveVox Agent Desktop now fully supports the touch screen functionality for iOS, Android, and Windows-based mobile devices.  Image Modified
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Floating Agent Panel | Floating Agent PanelFloating Agent PanelThis feature is applicable to the Agent Desktop Native, and it sets the focus for the agent interface to be always on top. Enhancements in LiveVox Agent Portal U11This section describes the enhancements to existing features in the LiveVox U11 release. | Anchor |
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| Ticketing Enhancements |
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| Ticketing Enhancements |
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Ticketing Enhancements
Interactions (that is, contact history) are now tied linked to a specific Ticketticket.
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- If an agent sends an email from the email address displayed on the
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Ticket then that - ticket, the email transaction is
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tied - linked to the ticket.
- If an agent clicks to dial one of the phone numbers from the Ticketing screen
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then tied Interaction History at Contact and Ticket level support Event and Conversational views of Interactions. Image Modified
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| Agent Scheduler Enhancement |
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| Agent Scheduler Enhancement |
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Agent Scheduler Enhancement
Agents can now request to Swap Shifts swap shifts with other agents from their Designer Desktop screens. The agent receiving the swap request can accept or reject the request. This response to the offer is sent back to Agent the agent who requested the swap. If the swap request is accepted by the other agent and manager approval is required, a notification task is sent to the manager for approval.  Image Modified
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| Agent Work Queue |
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| Agent Work Queue |
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Agent Work Queue
Agents using who use the Designer Desktop have the ability to accesses the following new activities/tasks assigned to them by their manager, from their Agent Queue.can now use their agent work queue to: - View the notification task that is sent when the manager approves or rejects a swap shift request submitted by an agent. The task is sent to both the requesting agent and the agent that received the requestAny action (accepting or rejecting the request) taken by the manager on the Shift Swap requests that require manager approval, sends a notification tasks to both the receiving and requesting agents.
- Review the e-Learning learning and coaching tasks assigned by the managers in the Agent Work Queue.
- Send any comments or questions to the manager who assigned the task by clicking on the Question question mark button in on the e-Learning window.
Example of E-Learning task:  Image Removed
The following image shows an e-learning task. Image Added The following image shows a coaching task.Example of Coaching Task:  Image Modified
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| Termcode Visibility |
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Termcode Visibility
The Termination Codes editor now supports the option to hide Termination Codes termination codes within the agent panel. Agents may have a limited view of term the termination codes available within the agent panel. Voicemail 2.0This version provides the new following voicemail 2.0 enhancements. , wh The following features are includednow available: - Personal Personal and group voicemails can now be accessed through the agent panel from the Inbox tab section.
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- Similarly Similar to SMS SMSes and email messages, agents can select personal or group voicemails from the list of available messages. The The agent Inbox tab section displays the options available to the agent.
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