Training Hub

Page tree

Versions Compared

Old Version 52

changes.mady.by.user Rajiv Jayanth

Saved on

compared with

New Version Current

changes.mady.by.user Susheel Ashtaputre

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.


Function Button

You can now create or update account, contact, and ticket records on Jira or Salesforce through a function button on your desktops.

Notepad

You can now record your notes within your Agent Desktop by using a notepad that you can access through the home bar.

Quality

Section


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 Management

Column
width20%
Column
width80%
Info
iconfalse
Anchor
funcbutfuncbut
Anchor
npnp
Info
iconfalse
AnchorAPPSCHEDULEAPPSCHEDULEAgent Scheduling on Mobile

You can now access Agent Schedules on the mobile application.

Voice

Info
iconfalse
AnchorAIAAIAArtificial Intelligence (AI) Agents

The LiveVox U14 platform now supports AI agents.

AnchorJOINMEEETJOINMEEETMeetings

The Knowledge Worker desktop mode now contains the following features:

  • 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.

Enhancements

This section describes the enhancements in the following product categories.

Data Management

Info
iconfalse
AnchorUIEOWOEPUIEOWOEPVisual Enhancements of Widgets on Extended Panel
Time Distribution Widget

The 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.
Term Code Distribution Widget

Colors are changed for the Term Code Distribution widget.

Agent Productivity 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.

Credit Card and Check Advanced Widgets 

Icons are now added to buttons on the Credit Card and Check Advanced Widgets.

Contact List Widget

The Contact List Widget now has the following enhancements:

  • Pagination is added.
  • 10 digit numbers are formatted. For example, (917) 675-4178.
Contact Details Widget 

The Edit button is renamed Edit Contacts.

Contact Notes Widget 

The + icon is added to the Add button.

Contact History Widget

The Contact History Widget now has the following enhancements:

  • Pagination is added
  • The total number of records is displayed in the lower-right
AnchorCONTACTCONTACTUpdate Contact on Script Panel

You can now update and save the contact details on the Script panel at any time during a call.

Non-Voice

Info
iconfalse
AnchormmsmmsMMS Support

You can now send and receive SMS messages (mass and transactional) with multimedia content.

AnchorfilesharewcfilesharewcWeb Widget

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.

Voice

Info
iconfalse
AnchorvcvcPersonalized Voicemail Greetings

On Voicemail 2.0, you can now record personalized voicemail greetings from the Agent Desktop. You can also view the time and date stamps for the voicemails of the current day and the past days in the Voicemail inbox.

Noprint


Excerpt


Noprint

Image Added

Excerpt

Image Removed

Livesearch
spaceKeyTH

Return to User Hub

Page Tree
expandCollapseAlltrue
rootLiveVox U14 Early Adoption Release Notes

Section
Column
width20%
Excerpt
Image Removed

Livesearch
spaceKeyTH

Return to User Hub

Page Tree
expandCollapseAlltrue
rootLiveVox U14 Early Adoption Release Notes




Personalized Voicemail GreetingsOn Voicemail 2.0, you can now record personalized voicemail greetings from the Agent Desktop. You can also view the time and date stamps for the voicemails of the current day and the past days in the Voicemail inbox
  • Your customers can send an emoji.


Column
width80%

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 Management

Info
iconfalse

Anchor
funcbut
funcbut
Function Button

You can now create or update account, contact, and ticket records on Jira or Salesforce through a function button on your desktopsU-CRM Desktops.

Anchor
np
np
Notepad

You can now record your notes within your Agent U-CRM Desktop by using a notepad that you can access through on the home bar.

Quality

Info
iconfalse

Anchor
APPSCHEDULE
APPSCHEDULE
Agent Scheduling on Mobile

You can now access Agent Schedules on the mobile application.

Voice

Info
iconfalse

Anchor
AIA
AIA
Artificial Intelligence (AI) Agents

The LiveVox U14 platform now supports AI agents.

Anchor

JOINMEEET

mt

JOINMEEET

mt
Meetings

The Knowledge Worker desktop mode now contains has the following features:

  • 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.

Enhancements

This section describes the enhancements in the following product categories.

Data Management

Info
iconfalse

Anchor
UIEOWOEP
UIEOWOEP
Visual Enhancements of Widgets on Extended Panel

Time Distribution Widget

The 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.
Term Code Distribution Widget

Colors are changed for the Term Code Distribution widget.

Agent Productivity 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.

Credit Card and Check Advanced Widgets 

Icons are now added to buttons on the Credit Card and Check Advanced Widgets.

Contact List Widget

The Contact List Widget now has the following enhancements:

  • Pagination is added.
  • 10 digit numbers are formatted. For example, (917) 675-4178.
Contact Details Widget 

The Edit button is renamed Edit Contacts.

Contact Notes Widget 

The + icon is added to the Add button.

Contact History Widget

The Contact History Widget now has the following enhancements:

  • Pagination is added
  • The total number of records is displayed in the lower-right

Anchor
CONTACT
CONTACT
Update Contact on Script Panel

You can now update and save the contact details on the Script panel at any time during a call.

Non-Voice

Info
iconfalse

Anchor
mms
mms
Multimedia Messaging Service (MMS) Support

Multimedia content is now supported. You can now send and receive SMS messages with attachments (mass and transactional) with multimedia content. 

Anchor
filesharewc
filesharewc
Web Widget

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.

Voice

Info
iconfalse
Anchor
vcvc



Noprint