This document provides an overview of new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U14 release.
New Features
This section describes the new features in the following product categories.
Controls
Feature 1
<Brief description of the feature without screenshots or procedures.>
Feature 2
<Brief description of the feature without screenshots or procedures.>
Data Management
Function Button
You can now create or update Account, Contact, and Ticket records on Jira or Salesforce through a Function button on your Desktops.
Notepad
You can now record your notes within your desktop by using a notepad that you can access through the home bar.
Insight
Quality
Agent Scheduling on Mobile
You can now access Agent Schedules on the mobile application.
Non-Voice
Voice
Artificial Intelligence (AI) Agents
LiveVox now supports AI agents.
Meetings
- You can now join meetings through the mobile application.
- If you are a Knowledge Worker, you can launch the Meetings app by clicking the icon on the navigation bar.
Enhancements
This section describes the enhancements in the following product categories.
Controls
Feature 1
<Brief description of the feature without screenshots or procedures.>
Feature 2
<Brief description of the feature without screenshots or procedures.>
Data Management
User Interface Enhancements of Widgets on Extended Panel
Time Distribution Widget
- Productive time is displayed in blue color and Not Ready Time is displayed in red color on the Graph.
- Instead of table of various timings, these timings are displayed under the graph in the bullet format.
Term Code Distribution Widget
Colors are changed for Term Code Distribution widget.
Agent Productivity Widget
Previously, last date value on the axis was displayed as the date of previous day. Now, the last date value on the axis displays current date.
Credit Card and Check Advanced Widgets
Icons are added to buttons.
Contact List Widget
- Pagination is added to this widget.
- 10 digit numbers are formatted. For example, (917) 675-4178
Contact Details Widget
The Edit button is named to Edit Contacts.
Contact Notes Widget
+ Icon is added to the Add button
Contact History Widget
- Pagination is added to this widget.
- Total number of records are displayed at the bottom right hand side.
Update Contact on Script Panel
You can now update and save the contact details any time during a call, on the Script panel.
Insight
Quality
Non-Voice
MMS Support
You can now send and receive SMS messages (mass and transactional) with multimedia content.
Web Widget
- You can now send and receive files through web chat.
- To enable you to better understand customer intent and sentiment, you can now preview in real time what your customers are typing.
Voice
Personalized Voicemail Greetings on VM 2.0
On VM 2.0, you can now record personalized voicemail greetings from the Agent Desktop. Also, you can view the time and date stamps for the voicemails of the current day and the past days, in the VM inbox.