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 Information
You can now view the caller information for inbound calls.
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.
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.
Interaction History: You can now view the interaction history details of the last 100 interactions.
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.'
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
Icon colors (blue for click-to-dial, black for click-to-sms, and green for click-to-email) denote the enabled status. Grey color denotes disabled icons.
Contact Details Widget
The Contact Details Widget now has the following enhancements:
- The order of fields is changed in mobile view.
- Numbers are formatted. For example, (123) 456-7890.
- If SMS/Email is not enabled, the icons will not show in the widget.
- Icons are now added to buttons on the widget.
Contact Notes Widget
The + icon is added to the Add button.
Contact History Widget
The Default view does not contain Contact Target, Agent, Contact From, and Message columns now.
Non-Voice
Agent-to-Agent Transfer
You can now transfer a chat, email, or SMS to other available agents.
Voice
Voicemail 2.0
Below are the enhancements in Voicemail 2.0:
- Agents now have the ability to either record or upload a personal greeting message when using Voicemail 2.0. Supported format is wav file format.
- When agent chooses not to record a personalized greeting, a default greeting will be played to a caller.
- The Date and Time Stamp for Past and Today's voicemails are displayed in the Voicemail section of the Inbox tab.