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Noprint Excerpt Image Removed Image Added Livesearch spaceKey TH Return to User Hub Page Tree expandCollapseAll true root LiveVox U15 Early Adoption Release Notes

<Brief description of the feature without screenshots or procedures.>

<Brief description of the feature without screenshots or procedures.>

Agent Desktop

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CNAM Display

Agents You can now see view the caller 's name in the inbound calls. If the caller name information is not available, the caller's name is displayed as Unknown.This information is displayed in the ACD and Direct tabs of the Agent PanelID name (CNAM) for inbound calls.

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Panel Resize

If you are a digital agent or a knowledge workerIn Agent Desktop, you can now resize the panels . You can redistribute the panels into on the Agent Desktop. 

Note
The panel distribution can be modified to a maximum of 50%/50%.

Note that a Voice Agent cannot resize any of the panels. A Digital Agent can resize all the tabs except the Voice tab. A Backoffice Agent or Knowledge Worker can resize all the tabs. The system will preserve the new panel widths in all tabs, even after logout and re-login.

The setting is retained even if you log out of the Agent Desktop. A digital agent cannot resize the Voice tab.

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

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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.

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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.

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.

Data Management

Insight

Non-Voice

Quality

Voice

Enhancements

This section describes the enhancements in the following product categories.

Controls