Page History

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

Anchor
agent agent

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. 

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.

Data Management

Anchor
extendedpanel extendedpanel

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.

Anchor
lomnoaa lomnoaa

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.

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

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.