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Known Issues in LiveVox U13 Agent Portal

This section contains the known issues in the LiveVox <release number> release.

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Column width 20% Excerpt Noprint Image Added Image Removed Livesearch spaceKey TH Return to User Hub Page Tree expandCollapseAll true root LiveVox U13 Client Release Notes New Feature 1 <Description of new feature.> <Procedure, if any. Add a logical start and finish to the procedure and start in a new paragraph.> New Feature 2 <Description of new feature.> Column width 80% This document provides an overview of the new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox <release number> releaseU13 release. Warning You must resolve all email and SMS threads before upgrading the LiveVox platform from U13 to U17. Unresolved email and SMS threads are removed from the Inbox during the upgrade. Tip icon false Table of Contents maxLevel 2 minLevel 2 New Features in LiveVox U13 Agent Portal This section describes the new features in the LiveVox <release number> U13 release. Info icon false New Feature 1 New Feature 2 Anchor newftr1 newftr1 Anchor newftr2 newftr2 Launch Meetings in Knowledge Worker Mode Anchor meeting meeting Launch Meetings in Knowledge Worker Desktop If you are a back-office agent using the Knowledge Worker desktop, you can now launch meetings by using a new video conference room application called Meetings, which appears on the left pane of your Desktop.<Procedure, if any. Add a logical start and finish to the procedure and start in a new paragraph.> Enhancements in LiveVox U13 Agent Portal This section describes the enhancements to existing features in the LiveVox <release number> U13 release. Info icon false Chat Notification in Agent Desktop Native Application Deleting Time-Off Requests Email Readability Initiating a Script Outside of a Call Notifying Agents of Work Schedule Changes Recording Calls Threading SMS Messages User Interface Enhancements of Agent Desktop Anchor CNIADNA CNIADNA Chat Notification in Agent Desktop Native Application When using Agent Desktop Native Application, you now receive chat notification for incoming messages. You can focus on the conversation by clicking on the notification. Anchor DTOR DTOR Deleting Time-Off Requests You can delete the non-work activities (PTO, Doctor Appointment) from your schedules when using Designer Agent Desktop. Anchor emailreadability emailreadability Email Readability To improve readability, email formatting now contains the following enhancements: The original email message is separated from the subsequent messages. All the elements of the email message (for example, sender, recipient, subject, and body) are clearly distinguished from each other. Date and time when the email message was sent appear in the smart date format. Known Limitations in LiveVox U13 Agent Portal This section contains the known behaviors, system maximums, and limitations in the LiveVox <release number> release. Info icon false Known Limitation 1 Known Limitation 2
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<Description of known issues.>

<Description of known issues.>

Fixed Issues in LiveVox U13 Agent Portal

This section contains the issues fixed in the LiveVox <release number> release.

<Description of fixed issues.>

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Initiating a Script Outside of a Call

You can now initiate a script on Designer Agent Desktop without being on a phone call.

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Notifying Agents of Work Schedule

You are sent a notification in your Work Queue when Non-active time or Published shifts are updated by the manager for Designer Agent Desktop.

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Recording Calls

Calls between you and other agents during a warm transfer can now be recorded if the feature is enabled by your manager.

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SMS Threads

If the phone number and the short/long-code SMS number linked to an inbound SMS or a manual SMS campaign are the same as those for a previous interaction, the thread that was used for the previous interaction is now used for the new interaction. If a previous interaction does not exist, or if the SMS campaign is new, a new thread is created.

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User Interface (UI) Enhancements of Agent Desktop

• Agent Panel: A new look of the Agent Panel provides intuitive channel navigation through a vertical layout. The new design is responsive ensuring the agent panel fits as per your need. Also, when logging into the Agent Panel, the new UI minimizes the number of browser windows (no popup window when you log in to agent panel).
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• Voice Agent Mode: When configured by your manager, provides a default view with a combination of the Agent Panel and Unified Agent Desktop (UAD) as a 25/75 area split on the screen. The view ensures agent productivity with agent panel controls and a UAD Desktop displayed prominently on the screen. 
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• Digital Agent Mode: When configured by your manager, provides a larger pane for crafting message responses and defaulting to messaging channels at login. This mode has a focus on the messaging channels with a 75/25 area split of messaging channel responses to UAD.
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• Knowledge Worker Mode: Similar to Digital mode, this mode provides a larger pane for crafting message responses and defaulting to messaging channels at login. This mode has a focus on the messaging channels with a 75/25 area split of messaging channel responses to widgets/designer. If you are a Knowledge Worker, you are not required to enter an account number when initiating an interaction or enter a termination code when ending an interaction.
  
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• Chat: Agent to agent/supervisor chat and consumer to an agent, have been enhanced to have the same look and feel. You have one single pane to view the different active chats you currently have. Every chat thread will have an indicator of how many unread chats have come in. Search allows you to search any active chat based on the name of contact or message content. 
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  Messaging supports the exchange of emojis on any chat conversation.
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• Email: A new layout for the inbox view of an email. While maintaining the plain text version of the email, the new view provides a clear separation of the content and the email details providing a much clearer view for email threads.
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