This document provides an overview of the new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U12 release.
Agent Panel
List of Multiple Accounts for Inbound Call
The Agent panel displays a list of maximum 5 accounts when an inbound phone number is associated with multiple accounts. Agents can see preview/details of the account and select the required account for the inbound call by clicking Select Account. If an agent selects None of the Above option from the list, the account is not selected for the call. The Agent's choice is overridden with the IVR match.
Channels
Ability to Add Attachments to Emails
This feature provides agents the ability to add attachments to a transactional email (free-form or template-based). With this version, agents have the following permissions:
- Agents can now add attachments to Free-Form Email on U-CRM.
- Agents can now add attachments to Free-Form Email on Agent Panel/Bi-Directional.
- Agents can now add attachments to a Template Email on U-CRM.
- Agents can now add attachments to a Template Email on Agent Panel/Bi-Directional.
- Agents can now send multiple attachments.
- Agents can view and download any attachments associated with the Email interaction in U-CRM interaction history.
- Agents can now preview any associated attachments before sending them.
WebChat - Display Manually Entered Information to Agents
The Webchat feature now displays all manually entered information to agents.
User Interface Enhancements
Agent Panel Enhancements
The following agent UI panels have been enhanced:
- Login Page
- Change Agent Password
- Service Selection
- Agent Panel - Menu Bar (Header)
- Agent Panel - Dial Pad
Agent Scheduling Time Off Management
Agents are now able to request time off and have their managers accept or reject that request. This removes them from the available time in the Agent schedule.
Display Messagebook
Agents desktop has been enhanced to display Messagebook for HCI services.
Designer
Agent Scheduler Enhancement
Agents can set themselves unavailable with the help of Agent Scheduler application of their U-CRM desktop. If the time-off request requires manager approval, a notification task is sent to the manager for approval.
Knowledge Base
This version offers a knowledge base feature. The knowledgebase enables agents to read articles and promotes self-service.
New Icons on Home bar
If configured by the manager, agents can see various icons on the Home bar. To see the name of the icon, hover over the icon.
List of Multiple Contacts for Inbound Call
The designer desktop displays a contact list when an inbound phone number is associated with multiple contact records. Agents can view the list after closing the contact record associated to screen pop. Agents can select the required contact for the inbound call. The agent's choice is overridden with the IVR match.
Quick Search From Home Bar Across Pages
Agents can now search efficiently with the dynamic search field on the Home bar to search across Accounts, Contacts, Tickets, and Notes. Agents do not need to go to a specific page to search. The following search fields are available:
- Account: Name, Description, Account Type, Industry and SIC
- Contact: Name, Account, Original Account, and Address
- Ticket: Name and Description
- Notes: Name and Description
Schedule Callbacks Tab
New Schedule Callbacks tab is available under Contact Page on Designer Desktop. This allows agents to specify when the callback should occur.
Script Desktop Page Resume Capability
Agents now have the ability to navigate away from the script desktop pages to other desktop pages and still go back to the same location in the script.
Meeting
Agent Conference Room
This version includes new functionality that provides a video conference room with screen sharing for WFO and back-office agents. It also allows agents to view participants of the meeting and chat with them. The meeting host can schedule a meeting with the meeting date, duration, etc.
Ticketing
Ticketing Enhancements
The agent panel provides new features for creating tickets more efficiently:
Ticket Form
You can now create a ticket form by utilizing a combination of pre-configured as well as custom fields for the form intake process.
Designer Search
This version provides increased agent search efficiency with a dynamic search field on the interface to search across Accounts, Contacts, Tickets, and Notes.