Agent Login Page
The Client Code field is now visible on the Agent Login page, along with the Login ID and Password fields. The Client Code field is auto populated when you log in using your Agent Login link. To save your Login ID on the Agent Login page, click the Remember Me checkbox.
Agent Scheduling Reminder
When your shift is about to start or end, or when your break start or end time is near, a reminder appears on your desktop. You can snooze or dismiss the reminder.
Audio Path
When configuring agent details, the Audio Path (Out) field is now optional. If your manager does not configure this option, you cannot log into the Agent Desktop where the Audio Path (Out) is necessary.
Available Time Zones to Schedule a Call
When scheduling a call from the Agent Desktop, you can select from the following time zones using the TimeZone drop-down list:
• Chuuk
• Hawaii
• Central
• Kosrae
• Wake
• Samoa
• Mountain
• Ponape
• Pacific
• Guam
• Apia
• Alaska
• Eastern
• Palau
• Atlantic
You can link an active email or SMS thread to a contact record. This enhancement ensures that your interaction with the customer is tracked through a contact record.
STIR/SHAKEN Support
Inbound calls received through the LiveVox Agent Desktop can be configured by your manager to relay the Verification Status (VERSTAT) of those calls.
If configured, you can see the Inbound Verification field at the Agent Desktop where the received VERSTAT from the inbound carrier has passed this information to the LiveVox platform.
The value of the Inbound Verification field can be any one of the following:
TN-Validation-Passed: Indicates that all the validation checks passed and the digital signature was confirmed to be valid, and the call had an "A" or "Full" attestation.
An "A" or "Full" attestation indicates that the provider recognizes the phone number as being registered with the originating subscriber. This would be the case for a landline or mobile phone where the calling party and caller ID have been verified by the carrier.
No-TN-Validation: Indicates that all the validation checks passed and the digital signature was confirmed to be valid; however, the call was attested as either "B" or "Partial" attestation or "C" or "Gateway" attestation.
- A "B" or "Partial" attestation indicates that the call originated with a known caller but the Caller ID cannot be verified.
- A "C" or "Gateway" attestation indicates the Calling Party and Caller ID cannot be verified.
- TN-Validation-Failed: Indicates that the required digital signature was not received by the carrier from the call originator.
Thread History
An active email or SMS in your inbox displays the thread history even if the interaction is not associated with a contact record.
Voicemail Real-Time Notification
The real-time notification is sent to the appropriate agent if the voicemail is in a personal inbox. For a group inbox, it can take up to five seconds for an agent to receive a notification.
WhatsApp
You can view the incoming WhatsApp messages in the inbox.
