Phone Panel
The Phone panel of the Agent Desktop has been enhanced to bring more clarity, user-friendliness, and improved efficiency for the agents.
LV Connect
You now add the LiveVox Connect (LV Connect) function on the home bar of a Contact Center CRM agent desktop or as a component within a page or a container. A new entry within LV Connect appears as a notification number for an agent. The agent can also comment, bookmark, create or delete posts that appear in the LV Conntent window.
Happiness Index
The Happiness Index enables agents to assess the state of the customer based on a set of historical conversations.
The Happiness Index displays customer ratings for a conversation using an emoticon. The customer rating can vary from a dissatisfied face (red) to a happy face (green).
The Happiness Index appears on the Contact List window. Agents cannot modify the Happiness Index scores.
For more information about Happiness Index, see Contact List.
The Happiness Index feature is visible when SpeechIQ, sentiment analysis, and Contact Center CRM are enabled.
Manually Link to Tickets
Agents can now manually link chat, SMS, email, and voice interactions from a customer to a tracking ticket from the agent desktop. This allows agents to quickly access a complete history of the customer's interactions.
For more information, see Manually Link Interactions to Contacts or Tickets.
The Type column represents icons that the interaction type linked to the ticket.
