This document provides an overview of the new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U13 Early Adoption release. New Features in LiveVox U13 Agent PortalThis section describes the new features in the LiveVox Agent Portal Early Adoption release. Teckst WidgetYou can now send SMS messages SMSes through the Teckst widget . Anchor |
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| whatsappchannel | whatsappchannel | WhatsApp ChannelYou can now communicate with customers through the WhatsApp channel(if the feature is enabled).
Enhancements in LiveVox U13 Agent Portal
This section describes the enhancements to existing features in the LiveVox Agent Portal Early Adoption release.
Agent Desktop Voice Agent Mode (Agent Panel) | - Agent Panel now displays vertical navigation that contains the same elements as tabs.
- Agent time is now moved to the top of the dial pad.
- Inbox, SMS, and Voicemail user interfaces are now improved.
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Digital Agent Mode (Agent Panel with Extended Panel or Designer) | - The agent state menu is now available in the upper-right corner of the window.
- A visual element is now added to distinguish the agent state.
- Client and service names are now displayed in the subtitle.
- The chat user interface is now improved.
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Deleting Time-Off RequestsYou can now delete the non-work activities (PTO, Doctor Appointmentsuch as personal time-off, doctor appointments) from your schedulesschedule.
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Email ReadabilityTo improve readability, email now contains the following enhancements:
- The original email message is separated from the subsequent messages.
- All the elements of the email message (for example, sender, recipient, subject, and body) are clearly distinguished from each other.
- Date and time when the email message was sent appear in the smart date format.
Initiating a Script Outside of a CallYou can now initiate a script on the Agent Desktop (with Designer) without being on a phone call.
Notifying Agents of Work Schedule ChangesIf you are using an Agent Desktop (with Designer, ) you are notified when non-active inactive time or published shifts are updated.
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Recording CallsCalls between you and other agents during a warm transfer can now be recorded.
Supporting Single Sign On SSO for Designer Desktop
The Single Sign On feature for (SSO) feature is now introduced in the Agent Desktop (with Designer eliminates ) to eliminate the need for agents to login log on separately to the Agent Panel and Designer Desktop.
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smsthreading | smsthreading | Threading SMS MessagesIf the phone number and the short/long-code SMS number linked to an inbound SMS or a manual SMS campaign are the same as those for a previous interaction, the thread that was used for the previous interaction is now used for the new interaction. If a previous interaction does not exist, or if the SMS campaign is new, a new thread is created.
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- Inbound SMS messages are those that are sent by customers.
- Manual SMS messages are one of the following:
- Messages that are sent by agents in response to messages sent by customers
- Transactional SMS messages sent by agents
- Automated messages sent through call flows
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ADUIE | ADUIE | User Interface Enhancements of Agent Desktop