Outbound Engagement (SmartReach) Agent Guide
Outbound Engagement (SmartReach) Agent Guide
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Topics
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Header Link 2
Theme Documentation
U17
Fall24 (latest)
Fall23
LV19
U17
LiveVox Agent Guides
Features and basic guidelines for using the LiveVox Agent Desktop.
Topics
Quick Start
Accessing the LiveVox Agent Desktop
LiveVox Agent Desktop Interface
Terminology
Agent Panel
Receiving Calls
Calls on Hold
Ending Calls
Changing Service without Having to Sign Out
Listing of Multiple Accounts
Changing Your Password
Status Updates, Service Switch and Messages by Manager
Chat
Optional Features
Agent Desktop with Extended Panel
Agent Productivity
Contact List
Contact Details
Time and Term Code Distribution
Highlight
Contact History
Agent Desktop with Designer Panel
Accounts
Agents
BI Analytics
Enhanced Customer Card
Contacts
KB Portal
Script Panel
Tickets
Transactional Email and SMS
Filtering Accounts, Contacts, and Tickets
Customizing Account, Contact, and Ticket Tables
HCI Clicker Agents
Human Text Initiator (HTI)
10DMT Agents
Knowledge Worker
Agent-to-Agent Calling
Agent-to-Agent Screen Sharing
Agent-to-Agent Video Calling
Meetings
LiveVox Communicator 5.3
Contact Center for Salesforce
Initiating Outbound Calls Using Manual Dial
Initiating Outbound Calls Using Click To Dial
Receiving Inbound and Campaign Calls
Using Call Activity Logs