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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 Ticketing Enhancements

Ticketing Enhancements

Interactions (that is, contact history) are now

linked to a specific

ticket.

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Agent Scheduler Enhancement Agent Scheduler Enhancement

Agent Scheduler Enhancement

Agents can now request to

swap shifts with other agents from their Designer Desktop screens. The agent receiving the swap request can accept or reject the request. This response

is sent

to

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. 

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• 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 Agent Work Queue

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.

Example of E-Learning task:

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Example of Coaching Task:

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Known Limitations

This section contains the known behaviors, system maximums, and limitations in the LiveVox U11 release.

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 Termcode Visibility

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.

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Voicemail2.0 Voicemail2.0

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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• When listening to voicemails, agents can download the audio.
  

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  To download using the Google Chrome browser, use the three vertical dots on the player. To download using the Mozilla Firefox browser, right-click the player, and then select Save Audio As...

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Known Issues

This section contains the known issues in the LiveVox U11 release.

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Fixed Issues

This section contains the issues fixed in the LiveVox U11 release.

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