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
CNAM Display
You can now view the caller ID name (CNAM) for inbound calls.
Panel Resize
If you are a digital agent or a knowledge worker, you can now 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 log out of the Agent Desktop.
- A digital agent cannot resize the Voice tab.
Enhancements
This section describes the enhancements in the following product categories.
Agent Desktop
Knowledge Worker Desktop Mode
The Knowledge Worker desktop mode now has the following enhancements:
- Interaction History: You can view the history of the last 100 interactions.
Personal Phonebook: You can use a personal phonebook that contains your personal contacts anytime.
Only you can access your personal phonebook and add, modify, or delete contacts in the phonebook.
- Single Service Auto-Logon: If only a single service is assigned to you (knowledge worker), you are not required to select a service when logging on to the Agent Desktop.
- Timer Display: The timer appears only if you are on a call.
Data Management
Extended Panel Widgets
Time Distribution Widget
The Time Distribution widget now 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.
Agent Productivity Widget
The last date value on the axis now displays the current date.
Contact List Widget
Icon colors (blue for click-to-dial, black for click-to-sms, and green for click-to-email) now denote the enabled status. Grey denotes that the icon is disabled.
Contact History Widget
The default view no longer displays the following information: contact target, agent, contact from, and message.
Maximum Number of Active Agents
You can no longer log on to the Agent Desktop when the maximum number of active agents that are logged on for an instance has already been reached.
Non-Voice
Message Transfer
You can now transfer your chat, email, or SMS message interactions to your team members. This enhancement ensures that all conversations are handled by appropriate personnel and/or escalated when required.
Voice
Voicemail 2.0
You can now record or upload a personal greeting message (supported file format: .WAV). In addition, time stamp for past and current voicemails appear in the Voicemail section of your inbox.
If you do not record a personalized greeting message, a default message is played to the caller.
