This document provides an overview of the new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U12 release. Agent PanelList of Multiple Accounts for an Inbound CallThe Agent panel displays Panel can now display a list of maximum 5 up to five matching accounts when an inbound phone number is associated with multiple accounts. Agents can see preview/details of the account contact records allowing the agent to preview the details of and select the required appropriate account for the inbound call that interaction by clicking Select Account. the Select Account button which will associate that inbound call to the corresponding account. If an agent selects the, None of the Above option from the list , the then an account is not selected associated for the call. The Agent's choice is overridden with the IVR match By default, the preview of accounts view on the Agent Panel includes the following: - Name
- Account
- Date of Birth
- Address1
- City
The Agent can customize the fields visible in the multiple account preview to include up to 18 total fields of which they can order them (up/down) according to their preference. ChannelsAbility to Add Attachments to Emails This feature provides agents the ability to Agents can now add attachments to a transactional email (free-form or template-based). With this version, agents Agents have the following permissions: - Agents can now add Add attachments to Free-Form Email on U-CRM.
- Agents can now add Add attachments to Free-Form Email on Agent Panel/Bi-Directional.
- Agents can now add Add attachments to a Template Email on U-CRM.
- Agents can now add Add attachments to a Template Email on Agent Panel/Bi-Directional.
- Agents can now send Send multiple attachments.
- Agents can view View and download any attachments associated with the Email interaction in U-CRM interaction history.
- Agents can now preview Preview any associated attachments before sending them.
| WebChat - Display To Agent All Manual Entered Information | WebChat - WebChat - Display To Agent All Manual Entered Information | The Webchat feature now displays allows agents to view all manually entered information to agents.
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Agent Panel Enhancements | Agent Panel Enhancements | Agent Panel EnhancementsThe following agent UI panels have been enhanced:
- Login Page
- Change Agent Password
- Service Selection
- Agent Panel - Menu Bar (Header)
- Agent Panel - Dial Pad
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ASTOM | ASTOM | Agent Scheduling Time Off ManagementAgents are now able to request time off and have their managers accept or reject that request. This removes them from the available time in the Agent schedule.
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MessageBook | MessageBook | Display MessagebookAgents desktop has been enhanced to display Messagebook for HCI services.
Designer
Agent Scheduler EnhancementAgents can set themselves unavailable with the help of Agent Scheduler application of their U-CRM desktop. If the time-off request requires manager approval, a notification task is sent to the manager for approval.
Knowledge BaseThis version offers a knowledge base feature. The knowledgebase The new knowledgebase feature of LiveVox enables agents to create and read articles and promotes self-service.
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NIOHB | NIOHB | New Icons on Home bar If configured by the manager, agents can see various icons on the Home bar. To see the name of the icon, hover over the icon.written by other agents and managers to resolve customer issues.
List of Multiple Contacts for Inbound Call The designer desktop displays a contact list when an inbound phone number is associated with multiple contact records. Agents can view the list after closing the contact record associated to screen pop. Agents can select the required contact for the inbound call. The agent's choice is overridden with the IVR match.
New Icons on the Home Bar Agents can now see new icons on the Home bar. To see the name of an icon, hover over the icon.
Quick Search From Home Bar Across Pages Agents can now search efficiently with the dynamic search field on the Home bar to search across Accounts, Contacts, Tickets, and Notes. Agents do not need to go to a specific page to search. The following search fields are available:
- Account: Name, Description, Account Type, Industry and SIC
- Contact: Name, Account, Original Account, and Address
- Ticket: Name and Description
- Notes: Name and Description
Schedule Callbacks TabNew A new Schedule Callbacks tab is available under Contact Page on on the Contact page of the Designer Desktop. This is a view-only tab for agents. This allows agents to specify when the callback should occur.review and validate the legitimacy of the Schedule Callbacks during Preview mode before launching the call.
Script Desktop Page Resume CapabilityAgents can now have the ability to navigate away from the script desktop pages to other desktop pages and still go back to resume from the same location in the script.
MeetingSchedule Callback
ACRACR | Agent Conference RoomSchedule Call Back (SCB) Routing EnhancementWhen an SCB is scheduled, the call is routed based on agent classification and call priority.This version includes new functionality that provides a video conference room with screen sharing for WFO and back-office agents. It also allows agents to view participants of the meeting and chat with them. The meeting host can schedule a meeting with the meeting date, duration, etc.
Ticketing
Designer SearchThis version provides increased agent search efficiency with a dynamic search field on the interface to search across Accounts, Contacts, Tickets, and Notes.
Ticketing EnhancementsThe agent panel provides new features for creating tickets more efficiently:
You . Agents can now create a ticket form by utilizing a combination of pre-configured as well as custom fields for the form intake process.
User Interface Enhancements
DSDS | Designer SearchThis version provides increased agent search efficiency with a dynamic search field on the interface to search across Accounts, Contacts, Tickets, and Notes. Agent Panel EnhancementsThe following agent UI panels have been enhanced:
- Login Page
- Change Agent Password
- Service Selection
- Agent Panel - Menu Bar (Header)
- Agent Panel - Dial Pad
Agent Scheduling Time Off ManagementAgents can now send time off requests to their managers for approval. After the request is approved, the agent schedule is updated to show the unavailable time.
