Agent to Agent Chat - New Client Editor Portal Tab
With this version the Agent Portal and Portal Customization tabs in the Client editor have been combined into the new Portal tab. This tab includes the Agent Portal Settings and the LiveVox Portal Settings.
Previously,
Now,
LiveVox has expanded the Chat tab on the agent desktop to allow agents to chat with each other. Users can configure this feature from the new Configure > Client editor > Portal> Agent to Agent Chat option. Enabling this option allows agents to view other agents connected to the voice portal as well as supervisors from the Chat tab. In addition, with this version, agent can start conversations with their supervisor. Previously, only supervisors could start chats with the agents.
Contact Manager Enhancements
Account Ownership Fields
U9 provides users the ability to assign the ownership of a contact in Contact manager to an agent and/or agent team. Users can now utilize the Contact Ownership section of the selected contact and further define the Agent/Agent Team fields. This allows the users to search and create Campaigns based on this assignment. Navigate to Config>Contacts>Contacts>Double Click a Contact>General tab.
All standard reports can be scheduled through Job Scheduler
With this version,any standard report can now be scheduled through Jobs Scheduler. The following report are include as part of this release:
- Extended Campaign Report
- Email Campaign Summary Report
- Call Recording Report
- Clicker Efficiency Report
- Agent Team Summary Report
- Call Monitoring Report
- Call Transfer Report
- Recording Access Report
Jobs can be requested and created by contacting Client Services.
Previously Job Scheduler was used to run only some of the standard jobs and client requests were turned down if a report was not on the list to be scheduled.
Asynchronous User Tasks
With this version, DNC uploads will now be completed asynchronously, meaning users can start DNC uploads and then navigate away from the page to complete other tasks as well as have better insight into the success/failure of DNC uploads.
A new ‘User Tasks’ option is added to the user drop down menu in LVP showing a user’s tasks.
Previously, process to import a file was synchronous and took around 30 minutes to complete the process.