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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 U15 release.

New Features 

This section describes the new features in the following product categories.

Agent Desktop

Caller Name Display

Agents can now see the caller's name in the inbound calls. If the caller name information is not available, the caller's name is displayed as Unknown.

This information is displayed in the ACD and Direct tabs of the Agent Panel.

Resize Panels in Desktop

In Agent Desktop, you can now resize the panels. You can redistribute the panels into 50% / 50%. The system preserves the new panel widths in all tabs, after logout and re-login.

  • A Voice Agent cannot resize the panels.
  • A Digital Agent can resize all the tabs except the Voice tab.
  • A Backoffice Agent or Knowledge Worker can resize all the tabs. 

Lookup Account Information Button

The lookup account information button in the Agent Desktop now functions when the U-CRM is displayed. When you click the button, the Contact information is displayed in the U-CRM.

Enhancements

This section describes the enhancements in the following product categories.

Agent Desktop

Knowledge Worker Desktop Mode 

The Knowledge Worker desktop mode has the following enhancements: 

  • Auto-login: If only a single service is assigned to an agent and the desktop mode is set as Knowledge Worker, you do not need to select a service when logging into the Agent Desktop.
  • Timer Display: The timer appears only if you are in 'In-Call' status.

  • Personal Phonebook: You can now use a personal phonebook anytime that contains your personal contacts. Only you can access the phonebook and can add, modify, or delete contacts in the phonebook.

  • Call History Tab: You can now view the call history details of the recent 100 calls.

Data Management

Limit on Maximum Number of Active Agents

There is now a limit on the maximum active agents per instance. Once the maximum limit is reached for active agents and if another agent tries to log in, the system will display the following message: 'The maximum number of agents has been exceeded.  Please have your LiveVox System Administrator contact the LiveVox Customer Care team for assistance by email: customercare@livevox.com or phone: (888) 477-3448.'

Non-Voice

Agent-to-Agent Transfer

You can now transfer a chat, email, or SMS to other available agents.


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