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This document provides an overview of new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U13 release.

Enhancements in LiveVox U13 Agent Portal

This section describes the enhancements to existing features in the LiveVox U13 release.

Deleting Time-Off Requests

You can delete the non-work activities (PTO, Doctor Appointment) from your schedules when using Designer Agent Desktop.

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.

Initiating a Script Outside of a Call

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

Notifying Agents of Work Schedule

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

Recording Calls

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

Threading SMS Messages

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.

  • Inbound SMS messages are those that are sent by your customers.
  • Manual SMS messages are one of the following:
    • Messages that are sent by agents in response to messages sent by customers
    • Transactional SMS messages sent by agents
    • Automated messages sent through call flows
  • After an SMS thread is resolved by an agent, any new outgoing SMS either through a campaign or through the U-CRM Agent Desktop generates a new SMS thread.
  • If a customer does not respond to an outbound SMS, any subsequent outbound SMS generates a new SMS thread.

User Interface Enhancements of Agent Desktop

Voice Agent Mode (Agent Panel)
  • Agent Panel now displays a vertical navigation that contains the exact same elements as tabs.
  • Agent time is now moved to top of the dial pad.
  • Inbox, SMS, and Voicemail user interfaces are now improved with search bar, active conversations, etc.
Digital Agent Mode (Agent Panel with Extended Panel or Designer)
  • Agent state menu is available in the upper-right of the screen.
  • A visual element is now added to distinguish the agent state.
  • Client and service name are displayed in the subtitle.
  • Chat user interface is improved.
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