Agent Desktop is Frozen, Unresponsive, or Displaying Incorrect Information

If an agent is reporting problems with their Agent Desktop , ask them what specifically is occurring. This guide will cover the following common scenarios: Freezing or lag within the Agent Desktop During a call, information is displayed incorrectly (customer information is out of order or incorrect)   Freezing or Unresponsive Agent Desktop As we've ...

Agent Desktop Call Timer is Incorrect

Many aspects of a call within the LiveVox platform are tracked, such as who the call is to, when it was made, and how long it was. These are incredibly valuable statistics to any administrator analyzing call center performance. These statistics are historical, or are stored within the LiveVox platform for your reference. Other call statistics are tr...

Termination Codes or Call Controls Not Visible from Agent Desktop

Within the LiveVox Agent Desktop , agents are presented with a variety of tools to assist them in their customer interactions, such as: Call control buttons that allow them to answer, terminate, transfer, or conference calls together (outbound or inbound) Customer information known as a screen-pop, detailing who the agent is speaking with and other ...

Enabling Call Acceptance Feature in Agent Desktop

LiveVox offers a variety of potential settings options for an agent's experience during an inbound call. A common complaint amongst agents in the LiveVox platform is that their Agent Desktop window is not offering any sort of warning or visual cue that they are receiving a call from a customer.   Example Andy is in a Wrap-Up state after finishing a ...