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Design Agent Desktops and manage agent experience.

LiveVox U-CRM Agent Desktop is a powerful tool that helps to improve the efficiency and effectiveness of agents in a contact center environment. It allows the agents to access customer information and perform their job efficiently. The application is designed to provide agents working in a contact center environment with a single interface to access customer information and perform various tasks such as making and receiving calls, sending and receiving texts, and handling email and web chat interactions.

The feature allows you to customize an agent's desktop using a What You See Is What You Get (WYSIWYG) editor with integration capabilities to address workflows. LiveVox’s Agent Desktops are not only equipped to handle multichannel interactions, such as Voice, SMS, and Webchat but also provide the agent with the customer’s universal profile to provide them the information they need when interacting with your customers. U-CRM has various features that promote a single pane of glass so that your agents do not need to manage multiple applications.

For you to use the U-CRM functionality, you should have the Designer option enabled in the Billing tab. To purchase U-CRM functionality, contact the Livevox Support Team. For more information on Billing details, see Billing Tab.

The following video gives you an overview of the U-CRM feature.

Features of U-CRM Agent Desktop

You can use a U-CRM Agent Desktop to:

Customize your agent's desktop.
View contact (voice, email, SMS) records.
View and manage the contact information of your customers.
Display the agent's productivity, term code, and time distribution statistics.
View, manage, import, and export accounts.
View, manage, and track customer requests or issues through tickets.
View the activities or tasks assigned to the agent.
View the schedule of the agent and request swapping of shifts and leaves.
Set reminders for follow-up activities.
View and manage lists of assigned records.
View the interaction history of a contact.
Review scheduled callbacks.
Access external web applications.
Use the Knowledge Base portal to find the information the agent needs to support themselves or assist your customers during any interaction.
Record notes.
Trigger workflow events, such as calling an API after a call disposition (after the outcome of a call has been logged).

For information about the roles and permissions associated with the U-CRM Agent Desktop, see the User Roles and Permissions section in the Product Documentation Library.
Only Managers, System Administrators, and Super User roles are responsible for customizing the agent desktop.

How do I differentiate between the Designer Desktop and Agent Desktop?
You use the Designer tool (Designer Desktop) to design and manage an Agent Desktop for your agents.

This section contains the following topics:

Understanding U-CRM Agent Desktop: This section describes the functionalities used in the U-CRM Designer Desktop.
Working with a U-CRM Agent Desktop: This section describes how to design and create an agent desktop.
Advanced Features: The Functions Library of Designer enables you to establish a connection between LiveVox and external applications using API methods.