LiveVox Agent Portal U11

This document provides an overview of the new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox <release name> release.

New Features in LiveVox Agent Portal U11

This section describes the new features in the LiveVox U11 release.

Touch Screen Support for Agent Panel

The LiveVox Agent Desktop now fully supports touch screen functionality for iOS, Android, and Windows based mobile devices. 

Floating Agent Panel

This feature is applicable to the Agent Desktop Native, and it sets the focus for the agent interface to be always on top.

Enhancements in LiveVox Agent Portal U11

This section describes the enhancements to existing features in the LiveVox U11 release.

Ticketing Enhancements

• Interactions (contact history) are now tied to a specific Ticket.
  • If an agent sends an email from the email address displayed on the Ticket then that email transaction is tied to the ticket.

  • If an agent clicks to dial one of the phone numbers from the Ticketing screen then that transaction is tied to the ticket.

• Interaction History at Contact and Ticket level support Event and Conversational views of Interactions.

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 to the offer is sent back to 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. 

Agent Work Queue

Agents using the Designer Desktop have the ability to accesses the following new activities/tasks assigned to them by their manager, from their Agent 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 and coaching tasks assigned by the managers in Agent Work Queue.
• Send any comments or questions to the manager who assigned the task by clicking on the Question button in the e-Learning window.

Example of E-Learning task:

Example of Coaching Task:

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 term codes available within the agent panel.

Voicemail 2.0

This version provides the new voicemail 2.0 enhancements.  The following features are included:

•  Personal and group voicemails can now be accessed through the agent panel from the Inbox tab.

• Similarly to SMS and email messages, agents can select personal or group voicemails from the list of available messages.   The agent Inbox tab displays the options available to the agent.

• When listening to voicemails, agents can download the audio.
  • To download using Chrome: access through three vertical dots on player.
  • To download using Firefox: right click on player, select "Save Audio As..."