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 DesktopCaller InformationCNAM DisplayYou can now view the caller information ID name (CNAM) for inbound calls. Panel ResizeIf you are a digital agent or a knowledge worker, you can now resize the panels on the Agent Desktop. | Note |
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- 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.
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EnhancementsThis section describes the enhancements in the following product categories. Agent DesktopKnowledge Worker Desktop Mode The Knowledge Worker desktop mode now has the following enhancements: Data Management| Anchor |
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| lomnoaa | lomnoaa | Limit on 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 displays 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 or phone: (888) 477-3448.'| Anchor |
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Visual Enhancements of Widgets on 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 graphtime on the chart appear in blue and red, respectively.
- Timings are displayed under the graph on the chart appear in bullet format.
Colors are changed for the Term Code Distribution widgetThe last date value on the axis now displays the current date.
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.The Contact Details Widget now has the following enhancements:
- The order of fields is changed in the mobile view.
- Numbers are formatted. For example, (123) 456-7890.
- If SMS/Email is not enabled, the icons are not displayed in the widget.
- Icons are now added to buttons on the 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 your chat, email, or SMS message interactions to your team members. This enhancement ensures that all conversations are handled by appropriate personnel and/or escalated when required.
Voice
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v2pg | v2pg | Voicemail 2.0Below 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.
Maximum Number of Active AgentsYou 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. The (supported file format
is : .
wav.When an agent chooses not to record a personalized greeting, a default greeting is played to a caller.The date and WAV). In addition, time stamp for past and
today's voicemails are displayed current voicemails appear in the Voicemail section of
the Inbox tabyour inbox.
