Page History

There is now a limit on the maximum active agents per instance. Once the maximum limit is reached for active agents and if another agent tries to log in, the system will display the following message: '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^{Image Removed} or phone: (888) 477-3448.'

Non-Voice

Section

Column width 20% Noprint Excerpt Image Removed Image Added Livesearch spaceKey TH Return to User Hub Page Tree expandCollapseAll true root LiveVox U15 Early Adoption Release Notes Knowledge Worker Desktop ModeKnowledge Worker Desktop Mode  The Knowledge Worker desktop mode now has the following enhancements:  Auto-login: If only a single service is assigned to an agent and the desktop mode is set as Knowledge Worker, you do not need to select a service when logging into the Agent Desktop. Timer Display: The timer appears only if you are in 'In-Call' statusInteraction History: You can view the history of the last 100 interactions. Personal Phonebook: You can now use a personal phonebook anytime that contains your personal contacts anytime. Column width 80% This document provides an overview of new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U15 release. New Features  This section describes the new features in the following product categories. Agent Desktop Info icon false Caller Name CNAM Display Panel Resize Panels in Desktop Close or Exit ADN Lookup Account Information Button Anchor agent agent Caller Name CNAM Display Agents You can now see view the caller 's name in the inbound calls. If the caller name information is not available, the caller's name is displayed as Unknown.This information is displayed in the ACD and Direct tabs of the Agent Panel.ID name (CNAM) for inbound calls. Anchor resize resize Panel Resize Panels in Desktop If you are a digital agent or a knowledge workerIn Agent Desktop, you can now resize the panels . You can redistribute the panels into on the Agent Desktop.  Note The panel distribution can be modified to a maximum of 50%/50%.  The system preserves the new panel widths in all tabs, after logout and re-login. The setting is retained even if you log out of the Agent Desktop. A digital agent cannot resize the Voice tab. A Voice Agent cannot resize 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.  Enhancements This section describes the enhancements in the following product categories. Agent Desktop Info icon false Anchor kw kw Note Only you can access the your personal phonebook and can add, modify, or delete contacts in the phonebook. Call History Tab: You can now view the call history details of the recent 100 calls Single Service Auto-Logon: If only a single service is assigned to you (knowledge worker), you are not required to select a service when logging on to the Agent Desktop. Timer Display: The timer appears only if you are on a call. Data Management Info icon false Extended Panel Widgets Limit on Maximum Number of Active Agents Anchor extendedpanel lomnoaa extendedpanel

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You can now transfer a chat, email, or SMS to other available agents.

Voice

Below are the enhancements in Voicemail 2.0:

Extended Panel Widgets

Time Distribution Widget

The Time Distribution widget now 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.

Agent Productivity Widget

The last date value on the axis now displays the current date.

Contact List Widget

Icon colors (blue for click-to-dial, black for click-to-sms, and green for click-to-email) now denote the enabled status. Grey denotes that the icon is disabled.

Contact History Widget

The default view no longer displays the following information: contact target, agent, contact from, and message.

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Maximum Number of Active Agents

You can no longer log on to the Agent Desktop when the maximum number of active agents that are logged on for an instance has already been reached.

Voice

Voicemail 2.0

You can now record or upload a personal greeting message (supported file format: .WAV). In addition, time stamp for past and current voicemails appear in the Voicemail section of your inbox.