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.
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 U-CRM Desktops.
Notepad
You can now record your notes within your U-CRM Desktop by using a notepad that you can access on the home bar.
Quality
Agent Scheduling on Mobile
You can now access Agent Schedules on the mobile application.
Voice
Artificial Intelligence (AI) Agents
The LiveVox U14 platform now supports AI agents.
Meetings
The Knowledge Worker desktop mode now has the following features:
- If you are a back-office agent using the Knowledge Worker desktop mode, you can launch meetings by using a new video conference room application called Meetings, which appears on the left pane of your Desktop.
- You can join meetings through the mobile application.
Enhancements
This section describes the enhancements in the following product categories.
Data Management
Visual Enhancements of Widgets on Extended Panel
Time Distribution Widget
The Time Distribution Widget now has the following enhancements:
- Productive time is displayed in blue color and Not Ready Time is displayed in red color on the graph.
- Instead of a table of various timings, these timings are displayed under the graph in the bullet format.
Term Code Distribution Widget
Colors are changed for the Term Code Distribution widget.
Agent Productivity Widget
Previously, the last date value on the axis was displayed as the date of the previous day. Now, the last date value on the axis displays the current date.
Credit Card and Check Advanced Widgets
Icons are now added to buttons on the Credit Card and Check Advanced Widgets.
Contact List Widget
The Contact List Widget now has the following enhancements:
- Pagination is added.
- 10 digit numbers are formatted. For example, (917) 675-4178.
Contact Details Widget
The Edit button is renamed Edit Contacts.
Contact Notes Widget
The + icon is added to the Add button.
You can view only the most recent 5000 contact notes, based on the modification date.
Contact History Widget
The Contact History Widget now has the following enhancements:
- Pagination is added
- The total number of records is displayed in the lower-right
Update Contact on Script Panel
You can now update and save the contact details on the Script panel at any time during a call.
Non-Voice
Multimedia Messaging Service (MMS) Support
Multimedia content is now supported. You can now send and receive SMS messages with attachments (mass and transactional).
Web Widget
The Web Widget now has the following enhancements:
- You can send and receive files through web chat.
- You can preview what your customers are typing, in real time. This enables you to better understand customer intent and sentiment.
- Your customers can send an emoji.
