This document provides an overview of the new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U11 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 the touch screen functionality for iOS, Android, and Windows-based mobile devices.
Enhancements in LiveVox Agent Portal U11
This section describes the enhancements to existing features in the LiveVox U11 release.
Ticketing Enhancements
Interactions (that is, contact history) are now linked to a specific ticket.
- If an agent sends an email from the email address displayed on the ticket, the email transaction is linked to the ticket.
- If an agent clicks to dial one of the phone numbers from the Ticketing screen, that transaction is linked to the ticket.
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.
Agent Work Queue
Agents who use the Designer Desktop 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.
- Review the e-learning and coaching tasks assigned by the managers in the Agent Work Queue.
- Send any comments or questions to the manager who assigned the task by clicking the question mark button on the e-Learning window.
The following image shows an e-learning task.
The following image shows a 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 the termination codes available within the agent panel.
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.
- 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.
When listening to voicemails, agents can download the audio.
- 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...
For more information, see the Voicemail 2.0 infosheet.