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 in LiveVox U15 Agent Portal
This section describes the new features in the LiveVox U15 release.
Agent Scheduling on Mobile
You can access agent schedules on the mobile application.
Caller Name Display
You can view the caller ID name (CNAM) for inbound calls. While this data will not be presented to you if the inbound CNAM is blank or blocked, calls will still be delivered to you.
Function Button
You can create, update, or delete accounts, contacts, and tickets on external applications (for example, Jira or Salesforce) through a function button on your U-CRM agent desktops.
Join Meetings on Mobile
You can join meetings through the mobile application.
Notepad
You can record your notes within your U-CRM agent desktop by using the Notes icon (
), which is available only on the home bar.
- When you click the icon, a movable and resizable Notes window appears, where you can:
- Record notes at any time, including during an interaction.
- Apply any of the following formattings to the notes: bold, italic, underline, numbered list, and bulleted list.
- Copy or cut the notes and paste them elsewhere (for example, into the New Note window of an account or contact, or into the New Comment window of a ticket).
- Delete the notes.
- You can close the Notes window without losing your notes. The notes are saved until you sign out from your desktop.
Panel Resizing
If you are a digital agent or a knowledge worker, you can resize the panels on the agent desktop.
- The panel distribution can be modified to a maximum of 50%/50%.
- The setting is retained even if you sign out of the agent desktop.
- A digital agent cannot resize the Voice tab.
Remember Me Checkbox
When signing in to the agent desktop, you can select the new Remember Me checkbox to save your sign-in ID for a future sign-in.
Your password will not be saved.
Enhancements in LiveVox U15 Agent Portal
This section describes the enhancements to existing features in the LiveVox U15 release.
Chat History
You can view the history of your chat with another agent even after you have signed out of your agent desktop, and you can receive messages while you are offline. In addition, when you sign in again, your contact list displays the names of those agents with whom you recently chatted.
Contact Widget
Contact List Widget
The Contact List Widget has the following enhancements:
- Pagination is added.
- 10-digit numbers are formatted (for example, (917) 675-4178).
Contact Details Widget
You can modify, update, and save the caller details during the on-call status by using the Edit button.
Contact Notes Widget
You can add your notes and save them during the on-call status. The notes appear in the Contact Notes widget.
Contact History Widget
The Contact History Widget has the following enhancements:
- Pagination is added.
- The total number of records is displayed in the lower-right corner.
- You can view all the rows without scrolling.
Knowledge Worker Desktop
If you are a knowledge worker:
- You are automatically signed out of your desktop without authentication if only a single service is assigned to you.
You can use a personal phonebook to which you can add your personal contacts.
Only you can access your personal phonebook.
- The timer appears only when you are on a call.
- You can view the last 100 interactions in the Call History section.
Maximum Number of Active Agents
You can no longer sign in to the agent desktop when the maximum number of active agents that are signed in for an instance has already been reached. When the maximum number is reached and if another agent tries to sign in, the following message appears: 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.
VCF Support for MMS
You can send and receive SMSes (mass and transactional) containing a Virtual Contact File (VCF).
Visual Enhancements of Widgets on Extended Panel
Time Distribution Widget
The Time Distribution Widget has the following enhancements:
- Productive time and the Not Ready time on the chart appear in blue and red, respectively.
- Timings on the chart appear in bullet format.
Term Code Distribution Widget
Colors are changed.
Voicemail 2.0
Voicemail 2.0 has the following enhancements:
You can record or upload your own personal voicemail greeting from the agent desktop. This option is only available for the agent's personal voicemail. You will be able to record a greeting on the desktop or upload a maximum of 2MB .wav file to use as their greeting.
To record or upload a personal greeting message, go to your personal voicemail box, and then use the gear icon (
).
If you do not record or upload a personalized greeting message, a default message is played to the caller.
- The time stamp for past and current day's voicemails appears in the Voicemail section of the Inbox tab.
Web Chat
Web chat contains the following enhancements:
To enable you to better understand customer intent and sentiment, you can preview in real time what your customers are typing.
Customers are not aware that their keystrokes are visible.
- Your customers can send an emoji.