This document provides an overview of the new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U12 release.
Agent Panel
List of Multiple Accounts for an Inbound Call
The Agent Panel can now display a list of up to five matching accounts when an inbound phone number is associated with multiple contact records allowing the agent to preview the details of and select the appropriate account for that interaction by clicking the Select Account button which will associate that inbound call to the corresponding account. If an agent selects the, None of the Above option from the list then an account is not associated for the call. By default, the preview of accounts view on the Agent Panel includes the following:
- Name
- Account
- Date of Birth
- Address1
- City
The Agent can customize the fields visible in the multiple account preview to include up to 18 total fields of which they can order them (up/down) according to their preference.
Channels
Add Attachments to Emails
Agents can now add attachments to a transactional email (free-form or template-based). Agents have the following permissions:
- Add attachments to Free-Form Email on U-CRM
- Add attachments to Free-Form Email on Agent Panel/Bi-Directional
- Add attachments to a Template Email on U-CRM
- Add attachments to a Template Email on Agent Panel/Bi-Directional
- Send multiple attachments
- View and download any attachments associated with the Email interaction in U-CRM interaction history
- Preview any associated attachments before sending them
Display Manually Entered Information to Agents on WebChat
The Webchat feature now allows agents to view all manually entered information.
Designer
Agent Scheduler Enhancement
Agents can set themselves unavailable with the help of Agent Scheduler application of their U-CRM desktop. If the time-off request requires manager approval, a notification is sent to the manager for approval.
Knowledge Base
The new knowledgebase feature of LiveVox enables agents to create and read articles written by other agents and managers to resolve customer issues.
List of Multiple Contacts for Inbound Call
The designer desktop displays a contact list when an inbound phone number is associated with multiple contact records. Agents can view the list after closing the contact record associated to screen pop. Agents can select the required contact for the inbound call. The agent's choice is overridden with the IVR match.
New Icons on the Home Bar
Agents can now see new icons on the Home bar. To see the name of an icon, hover over the icon.
Quick Search From Home Bar Across Pages
Agents can now search efficiently with the dynamic search field on the Home bar. Agents do not need to go to a specific page to search. The following search fields are available:
- Account: Name, Description, Account Type, Industry and SIC
- Contact: Name, Account, Original Account, and Address
- Ticket: Name and Description
- Notes: Name and Description
Schedule Callbacks Tab
A new Schedule Callbacks tab is available on the Contact page of the Designer Desktop. This is a view-only tab for agents. This allows agents to review and validate the legitimacy of the Schedule Callbacks during Preview mode before launching the call.
Script Desktop Page Resume Capability
Agents can now navigate away from the script desktop pages to other desktop pages and resume from the same location in the script.
Schedule Callback
Schedule Call Back (SCB) Routing Enhancement
When an SCB is scheduled, the call is routed based on agent classification and call priority.
Ticketing
Designer Search
This version provides increased agent search efficiency with a dynamic search field on the interface to search across Accounts, Contacts, Tickets, and Notes.
Ticketing Enhancements
The agent panel provides new features for creating tickets more efficiently. Agents can now create a ticket form by utilizing a combination of pre-configured as well as custom fields for the form intake process.
User Interface Enhancements
Agent Panel Enhancements
The following agent UI panels have been enhanced:
- Login Page
- Change Agent Password
- Service Selection
- Agent Panel - Menu Bar (Header)
- Agent Panel - Dial Pad
Agent Scheduling Time Off Management
Agents can now send time off requests to their managers for approval. After the request is approved, the agent schedule is updated to show the unavailable time.
