The Home Bar component enables you to navigate the pages of an Agent Desktop and search for a record.

The following table describes the icons that appear on the Home Bar (depending on the configuration).

IconDescription


To go to the next page within the Agent Desktop.

To go to the previous page within the Agent Desktop.

To search for an account, contact, ticket, or note by using the search box.

Recently Viewed

To view or access the last 10 accounts, last 10 contacts, and last 10 tickets that you viewed. 

When you double-click a record, the record appears in the respective section. For example, if you double-click an account, the account details appear in the Account List section and/or Accounts section.

The behavior of the Recent Viewed component is similar to that of the Recently Viewed icon.


 

Screen Pop 

To view customer data.

Notes 

To record notes.

  • When you click the Notes icon, a movable and resizable Notes window appears. In the Notes window, you can:
    • Record notes at any time, including during an interaction.
    • Modify the appearance of your notes by using the formatting options (bold, italic, underline, numbered list, and bulleted list).
    • Copy or cut the notes and paste them elsewhere (for example, into the New Note window of an account or contact, or into the New Comment window of a ticket). 
    • Delete the notes by clicking the Clear icondelete icon.
  • You can close the Notes window without losing your notes. The notes are saved until you log out of the Agent Desktop.

Knowledge Base Portal 

To access the Knowledge Base.

LV Connect

 LiveVox Connect (LV Connect) acts as a notification or a bulletin board. It displays real-time alerts, posts, and notifications for agents and managers regardless of what they are. It is a centralized tool for managers to post updates or reminders to their respective teams, individuals, or an entire group.

Agent Assist

With Agent Assist, you can interact with customers more efficiently, provide information about existing offers, resolve customer issues quickly, and avoid errors during interactions. 

Depending on the configuration, the Home Bar enables you to call a function by clicking a function button (for example, have a record created, modified, or deleted in an external application such as Jira or Salesforce, or have data returned from an external application and displayed in a field within LiveVox).