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This document provides an overview of the new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox <release name> U11 release. New Features in LiveVox Agent Portal U11This section describes the new features in the LiveVox U11 release. | Info |
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New Feature 1New Feature 2Touch Screen Support for Agent Panel
The LiveVox Agent Desktop now fully supports the touch screen functionality for iOS, Android, and Windows-based mobile devices.
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newftr2 | newftr2 | New Feature 2<Description of new feature.>
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Enhancements in LiveVox Agent Portal U11
This section describes the enhancements to existing features in the LiveVox U11 release.
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| Ticketing Enhancements |
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| Ticketing Enhancements |
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Ticketing Enhancements
Interactions (that is, contact history) are now
tied linked to a specific
Ticketticket.
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- If an agent sends an email from the email address displayed on the
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Ticket then that - ticket, the email transaction is
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tied - linked to the ticket.
- If an agent clicks to dial one of the phone numbers from the Ticketing screen
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then tied Interaction History at Contact and Ticket level support Event and Conversational views of Interactions.
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| Agent Scheduler Enhancement |
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| Agent Scheduler Enhancement |
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Agent Scheduler Enhancement
Agents can now request to
Swap Shifts swap shifts with other agents from their Designer Desktop screens. The agent receiving the swap request can accept or reject the request. This response
to the offer is sent
back to
Agent the agent who requested the swap. If the swap request is accepted by the other agent and manager approval is required, a notification task is sent to the manager for approval.
Agents can set themselves as unavailable from the Agent Scheduler.Agent Scheduler allows agents to offer shifts, which creates a task for the manager to accept or decline the request.
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| Agent Work Queue |
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| Agent Work Queue |
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Agent Work Queue
Agents using who use the Designer Desktop have the ability to accesses the following new activities/tasks assigned to them by their manager, from their Agent Queue.can now use their agent work queue to:
- View the notification task that is sent when the manager approves or rejects a swap shift request submitted by an agent. The task is sent to both the requesting agent and the agent that received the request
- Any action (accepting or rejecting the request) taken by the manager on the time-off request, sends a notification tasks to agents in the work queue.
- Any action (accepting or rejecting the request) taken by the manager on the Shift Swap requests that require manager approval, sends a notification tasks to both the receiving and requesting agents.
- Review the e-Learning learning and coaching tasks assigned by the managers in the Agent Work Queue. Perform the test for the e-Learning task, if needed.
- Send any comments or questions to the manager who assigned the task by clicking on the Question question mark button in on the e-Learning window.
Known Limitations
This section contains the known behaviors, system maximums, and limitations in the LiveVox U11 release.
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knlm1 | The following image shows an e-learning task.
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The following image shows a coaching task.
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Termcode Visibility
The Termination Codes editor now supports the option to hide termination codes within the agent panel. Agents may have a limited view of the termination codes available within the agent panel.
Voicemail 2.0
This version provides the following voicemail 2.0 enhancements, wh The following features are now available:
- Personal and group voicemails can be accessed through the agent panel from the Inbox section.
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- Similar to SMSes and email messages, agents can select personal or group voicemails from the list of available messages. The agent Inbox section displays the options available to the agent.
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knlm1 | Known Limitation 1<Description of known limitation.>
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knlm2 | knlm2 | Known Limitation 2<Description of known limitation.>
Known Issues
This section contains the known issues in the LiveVox U11 release.
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knis1 | knis1 | Known Issues 1<Description of known issues.>
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knis2 | knis2 | Known Issues 2<Description of known issues.>
Fixed Issues
This section contains the issues fixed in the LiveVox U11 release.
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fxis1 | fxis1 | Fixed Issues 1<Description of fixed issues.>
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fxis2 | fxis2 | Fixed Issues 2<Description of fixed issues.>
