This document provides an overview of new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U15 release.
New Features
This section describes the new features in the following product categories.
Agent Desktop
Caller Name Display
Agents can now see the caller's name in the inbound calls. If the caller name information is not available, the caller's name is displayed as Unknown.
This information is displayed in the ACD and Direct tabs of the Agent Panel.
Resize Panels in Desktop
In Agent Desktop, you can now resize the panels. You can redistribute the panels into a maximum of 50% / 50%. Note that a Voice Agent cannot resize any of the panels. A Digital Agent can resize all the tabs except the Voice tab. A Backoffice Agent or Knowledge Worker can resize all the tabs. The system will preserve the new panel widths in all tabs, even after logout and re-login.
Personal Phonebook for Backoffice Agents
A backoffice agent can now use a personal phonebook anytime that contains the agent's personal contacts. Only the agent can access his personal phonebook. Agents can add contacts in the phonebook and can modify or delete the entries.
Auto-login in Knowledge Worker Mode
If only a single service is assigned to an agent and the desktop mode is set as Knowledge Worker, the agent doesn’t need to select a service when logging into the Agent Desktop.
Timer Display in Knowledge Worker Mode
In Knowledge Worker desktop mode, the timer appears only if you are in 'In-Call' status.
Call History for Backoffice Agents
The Agent Desktop for Backoffice agents now shows the agent’s call history. The Call History tab displays the list of recent 100 calls made by/to the agent.
Close or Exit ADN
When you click the Close (x) button in the upper right corner of the Agent Desktop Native, the application is not completely closed, instead the app window is minimized. The system keeps you logged in and you can accept phone calls.
To exit from the app, you can right-click on the minimized ADN icon and click Quit or select the quit or log out option from the maximized app window.
Lookup Account Information Button
The lookup account information button in the Agent Desktop now functions when the U-CRM is displayed. When you click the button, the Contact information is displayed in the U-CRM.
Enhancements
This section describes the enhancements in the following product categories.
Non-Voice
Agent-to-Agent Transfer
You can now transfer a chat, email, or SMS to other available agents.