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Voicemail 2.0

Below are the enhancements in Voicemail 2.0:

Agents now have the ability to either

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

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rootLiveVox U15 Early Adoption Release Notes





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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

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Caller Information

CNAM Display

You can now view the caller information ID name (CNAM) for inbound calls.

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Panel Resize

If you are a digital agent or a knowledge worker, you can now resize the panels on the Agent Desktop. 

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

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.

    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

Limit on Maximum Number of Active Agents
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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.comImage Removed or phone: (888) 477-3448.'

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Visual Enhancements of Widgets on

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

Previously, the 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

Message Transfer

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

Voice

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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

when using Voicemail 2.0. Supported format is wav file format.

(supported file format: .WAV). In addition, time stamp for past and current voicemails appear in the Voicemail section of your inbox.

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If you do not

When agent chooses not to

record a personalized greeting message, a default

greeting will be

message is played to

a caller.The Date and Time Stamp for Past and Today's voicemails are displayed in the Voicemail section of the Inbox tab. 

the caller.