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. Data ManagementYou can now create or update account, contact, and ticket records on Jira or Salesforce through a function button on your desktopsU-CRM Desktops. NotepadYou can now record your notes within your Agent U-CRM Desktop by using a notepad that you can access through on the home bar. QualityAgent Scheduling on MobileYou can now access Agent Schedules on the mobile application. VoiceArtificial Intelligence (AI) AgentsThe LiveVox U14 platform now supports AI agents.
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JOINMEEETMeetingsThe Knowledge Worker desktop mode now contains has the following enhancementsfeatures: - If you are a back-office agent using the Knowledge Worker desktop mode, you can launch 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.
EnhancementsThis section describes the enhancements in the following product categories. Data ManagementThe Time Distribution Widget now has the following enhancements: - Productive time is displayed in blue color and 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.
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.
- 10 digit numbers are formatted. For example, (917) 675-4178.
The Edit button is renamed Edit Contacts. The + icon is added to the Add button. Contact History WidgetThe Contact History Widget now has the following enhancements: - Pagination is added
- The total number of records is displayed in the lower-right
Update Contact on Script PanelYou can now update and save the contact details on the Script panel at any time during a call. Non-VoiceMultimedia 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 send and receive files through web chat.
- You can preview what your customers are typing, in real-time. This enables you to better understand customer intent and sentiment.
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