This document provides an overview of the new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U12 release.
New Features in LiveVox Agent Portal U12
This section describes the new features in the LiveVox U12 release.
Knowledge Base (KB) Portal
You can now use the KB portal to easily find the information that you need to support yourself or to assist your customers during any type of interaction (call or chat). The information is stored as articles, which are either downloadable files or webpages.
You can access the KB portal in the following languages:
- English
- French
- Spanish
The Knowledge Base (KB) feature is currently in the Beta phase of development.
Requesting Leaves
You can now initiate leave requests by using the Make a time off request tab, which appears when you view a date on your calendar in the scheduler section.
- Depending on the settings configured by your manager, the leave request is sent to your manager for approval.
- If your manager approves or rejects your request, a notification appears in your work queue, informing you of the change in the status of your request.
Reviewing Scheduled Callbacks
The Scheduled Callbacks tab now appears when you view the details of a contact in the Contacts List section. You can use this tab to review your scheduled callbacks or validate their legitimacy in the preview mode, before launching a call.
You cannot modify the fields of the Scheduled Callbacks tab.
Enhancements in LiveVox Agent Portal U12
This section describes the enhancements to the existing features in the LiveVox U12 release.
Account Dashboard
- If you are not assigned to a team, in the Accounts Dashboard section, the segment value is now Agent, and the dashboard now displays only the accounts that are assigned to you for the specified date range.
- If you are assigned to an agent team, in the Accounts Dashboard section, the segment value is now Agent Teams, and the dashboard now displays the accounts that are assigned to you and your team such that those assigned to you appear first.
Agent Panel
The user interface of the following elements and operations of the agent panel are now enhanced:
- Logon window
- Changing your password
- Changing the service
- Menu bar (header)
- Dial pad
Chat
Depending on the configuration of the chat Web Widget, you can now view the following information about a customer:
- Interested department
- Name
- Email address
- Phone number
- Account number
Email Attachment
You can now add up to five attachments to an email (free-form or template-based) and preview them before sending the email. In addition, you can view and download attachments in the inbound emails.
- The total maximum size of the attachments must not exceed 25 MB.
- If the template-based email contains an attachment, you cannot remove the attachment.
Home Bar
New Icons
New icons now appear on the home bar, depending on the settings configured by your manager. To view the name of an icon, hover over the icon.
Quick Search
You can now use the dynamic search option of the home bar to search for the following records:
- Accounts: Name, description, account type, industry, industrial classification
- Contacts: Name, account, original account number, and address
- Tickets: Subject and description
- Notes: Name and description
Listing Multiple Accounts for an Inbound Call
The agent panel now displays a list of up to five matching accounts when the phone number of an inbound call is associated with multiple contact records. By default, the list displays the following information about the account:
- Name
- Account
- Date of Birth
- Primary address
- City
- You can customize the view by using
, which displays the Customize View window, containing the following options:- Reorder the fields that are displayed in the list by using the Move Up and Move Down buttons.
- Preview the field display.
- Enable viewing the details of all accounts at the same time by using the Multiple View button.
- Clear your selection by using the Reset button.
- You can view the details about an account and also select the account for your interaction with the customer.
- The account that you select overrides the match returned by the IVR. If an account that is related to the customer information does not exist, you can click the NONE OF THE ABOVE button.
Routing a Scheduled Callback
When a callback is scheduled, the call is now routed based on the agent classification and call priority.
Script Desktop Page
You can now navigate away from the script desktop pages to other desktop pages and still resume from the same location in the script.
SMS Profile
You can now send SMS messages to customers for a service only during the period that is defined on the SMS profile configured for the service.
Tickets
Assignment
You can now assign a ticket to yourself by using the Assign to me button, which appears when you view a ticket.
Dashboard
- If you are not assigned to a team, on the Tickets Dashboard screen of the Agent Desktop, the segment value is now Agent, and the dashboard now displays only the tickets that are assigned to you for the specified date range.
- If you are assigned to a team, on the Tickets Dashboard screen of the Agent Desktop, the segment value is now Agent Teams, and the dashboard now displays the tickets that are assigned to you and your team such that those assigned to you appear first.