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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 U14 release. New Features This section describes the new features in the following product categories. Controls| Info |
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agnnewctrl1 | agnnewctrl1 | Feature 1<Brief description of the feature without screenshots or procedures.>
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Data Management
You can now create or update Accountaccount, Contactcontact, and Ticket ticket records on Jira or Salesforce through a Function function button on your U-CRM Desktops.
Notepad
You can now record your notes within your desktop U-CRM Desktop by using a notepad that you can access through on the home bar.
InsightQuality
Agent Scheduling on Mobile
You can now access Agent Schedules on the mobile application.
Non-Voice
Voice
Artificial Intelligence (AI) Agents
The LiveVox U14 platform now supports AI agents.
JOINMEEET
JOINMEEETMeetings
You can now join meetings through the mobile application.The Knowledge Worker desktop mode now has the following features:
- If you are a back-office agent using the Knowledge Worker desktop mode, you can launch
the Meetings app by clicking the icon on the navigation bar- meetings by using a new video conference room application called Meetings, which appears on the left pane of your Desktop.
- You can join meetings through the mobile application.
Enhancements
This section describes the enhancements in the following product categories.
Controls
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agnenhctrl1 | agnenhctrl1 | Feature 1<Brief description of the feature without screenshots or procedures.>
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agnenhctrl2 | agnenhctrl2 | Feature 2<Brief description of the feature without screenshots or procedures.>
Data Management
User Interface The Time Distribution Widget now has the following enhancements:
- Productive Productive time is displayed in blue color and Not Ready Time is displayed in red color on the Graphgraph.
- Instead of a table of various timings, these timings are displayed under the graph in the bullet format.
Colors are changed for the Term Code Distribution 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 displays the current date.
Icons are now added to buttons on the Credit Card and Check Advanced Widgets.
The Contact List Widget now has the following enhancements:
- Pagination is added to this widget.
- 10 digit numbers are formatted. For example, (917) 675-4178.
The Edit button is named to renamed Edit Contacts.
Widget The + Icon icon is added to the Add button.
Contact History Widget
The Contact History Widget now has the following enhancements:
- Pagination is added to this widget.
- The total Total number of records are is displayed at in the bottom lower-right hand side.
Update Contact on Script PanelYou can now update and save the contact details on the Script panel at any time during a call, on the Script panel.
Insight
QualityNon-Voice
Multimedia content is now supported. You can now send and receive SMS messages with attachments (mass and transactional) with multimedia content.
The Web Widget now has the following enhancements:
- You can now send and receive files through web chat.
- To enable you to better understand customer intent and sentiment, you can now preview in real time You can preview what your customers are typing.
Voice
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vc | vc | Personalized Voicemail Greetings on VM 2.0On VM 2.0, you can now record personalized voicemail greetings from the Agent Desktop. Also, you can view the time and date stamps for the voicemails of the current day and the past days, in the VM inbox.- , in real-time. This enables you to better understand customer intent and sentiment.
- Your customers can send an emoji.
