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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 Mode Knowledge Worker Desktop Mode  The Knowledge Worker desktop mode now has the following enhancements:  Interaction History: You can view the history of the last 100 interactions. Personal Phonebook: You can use a personal phonebook 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 Anchor agent agent Caller Information CNAM Display You can now view the caller information ID name (CNAM) for inbound calls. Anchor resize resize Panel Resize If you are a digital agent or a knowledge worker, you can now resize the panels on the Agent Desktop. Note: Note The panel distribution can be modified to a maximum of 50%/50%. The setting is retained even if you log out of the Agent Desktop. A digital agent cannot resize the Voice tab. Enhancements This section describes the enhancements in the following product categories. Agent Desktop Info icon false Anchor kw kw Note Only you can access your personal phonebook and add, modify, or delete contacts in the phonebook. 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.Personal Phonebook: You can use a personal phonebook that contains your personal contacts anytime. Note: Only you can access your personal phonebook and can add, modify, or delete contacts in the phonebook. Interaction History: You can view the history of the last 100 interactions. Data Management Info icon false Limit on Maximum Number of Active Agents Visual Enhancements of Widgets on Extended Panel
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Extended Panel Widgets

Time Distribution Widget

The Time Distribution Widget widget now has the following enhancements:

• Productive time is displayed in blue color and the Not Ready Time is displayed in red color on the graph.
• Instead of a table of various timings, these timings are displayed under the graph in the bullet format.

Term Code Distribution Widget

Colors are changed for the Term Code Distribution widget.

• time on the chart appear in blue and red, respectively.
• Timings on the chart appear in bullet format.

Agent Productivity Widget

The Agent Productivity Widget
Previously, the last date value on the axis was displayed as the date of the previous day. Now, the last date value on the axis now displays the current date.Credit Card and Check Advanced Widgets
Icons are now added to buttons on the Credit Card and Check Advanced Widgets.

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 color denotes disabled icons.

Contact Details Widget

The Contact Details Widget now has the following enhancements:

• The order of fields is changed in mobile view.
• Numbers are formatted. For example, (123) 456-7890.
• If SMS/Email is not enabled, the icons will not show in the widget.
• Icons are now added to buttons on the widget.

Contact Notes Widget

The + icon is added to the Add buttondenotes that the icon is disabled.

Contact History Widget

The Default view does not contain Contact Target, Agent, Contact From, and Message columns now.

Non-Voice

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

Voice

Below are the enhancements in Voicemail 2.0:

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.