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 50% / 50%. The system preserves the new panel widths in all tabs, after logout and re-login.
- A Voice Agent cannot resize 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.
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.
Agent Desktop
Knowledge Worker Desktop Mode
The Knowledge Worker desktop mode has the following enhancements:
- Auto-login: If only a single service is assigned to an agent and the desktop mode is set as Knowledge Worker, you do not need to select a service when logging into the Agent Desktop.
- Timer Display: The timer appears only if you are in 'In-Call' status.
Personal Phonebook: You can now use a personal phonebook anytime that contains your personal contacts. Only you can access the phonebook and can add, modify, or delete contacts in the phonebook.
Call History Tab: You can now view the call history details of the recent 100 calls.
Data Management
Limit on Maximum Number of Active Agents
There is now a limit on the maximum active agents per instance. Once the maximum limit is reached for active agents and if another agent tries to log in, the system will display the following message: 'The maximum number of agents has been exceeded. Please have your LiveVox System Administrator contact the LiveVox Customer Care team for assistance by email: customercare@livevox.com
or phone: (888) 477-3448.'
Non-Voice
Agent-to-Agent Transfer
You can now transfer a chat, email, or SMS to other available agents.
Voice
Voicemail 2.0
Below are the enhancements in Voicemail 2.0:
- Agents now have the ability to either record or upload a personal greeting message when using Voicemail 2.0. Supported format is wav file format.
- When agent chooses not to record a personalized greeting, a default greeting will be played to a caller.
- The Date and Time Stamp for Past and Today's voicemails are displayed in the Voicemail section of the Inbox tab.