Adding New Termination Codes
You can add termination codes to specific services or groups of services to indicate the reason a call has been terminated. U15 / U17 Adding New Termination Codes Log in to the LiveVox Portal. Go to Configure > Agents > Termination Codes. Click Add. The Termination Code pop-up appears. Specify values in the following fields. Field Descriptio...
Enabling Screen Recording for Agents
LiveVox provides a configurable screen recording feature for each agent desktop through the Agent Desktop Native application. The system captures all agent screen activities when an agent goes into the In Call state and ends recording when the agent selects a termination code or if the login session becomes disconnected. U17/LV19 Enabling Screen Rec...
Assigning an Agent Desktop to a Service
This topic describes how to associate an Agent Desktop with a service so that the Agent Desktop is predefined to handle calls from that service. Before you begin, ensure that you have defined an Agent Desktop. For more information, see Agent Desktop Navigation in the Product Documentation Library. In the LiveVox portal, navigate to Configure > S...
Contact Center CRM Agent Desktop Overview
A Contact Center Customer Relationship Management (Contact Center CRM) Agent Desktop contains the Designer panel, which is an extension of the agent panel. While the agent panel contains a dial pad and options to contact customers (by voice, chat, email, and SMS), the Designer panel contains components that enhance the functionality and the informat...
Chatting with Agents
Before You Begin Ensure that you have one of the following LiveVox user roles: Manager, Superuser, Sysadmin Ensure that you have enabled the Supervisor to Agent checkbox on the Portal tab of the Client window. You can chat with one or more agents who are logged in to the Agent Desktop. To do so: Log in to the LiveVox Portal (LVP). Access the Monitor...
Accessing the Designer Desktop
LV17 Designer (CRM with Editor) is a configuration tool on the LiveVox Portal (LVP) that enables you to design an agent desktop and manage the agent desktop experience for your agents. This tool uses the What You See Is What You Get (WYSIWYG) interface that supports drag-and-drop operations. The tool also allows you to preview or test the agent desk...
Customizing an Agent Desktop
You can customize an Agent Desktop to empower your agents and improve their experience by presenting them with the information and the context they need when interacting with your customers across any communication channel. A customized Agent Desktop also allows your agents to send emails and Short Message Services (SMSes) even when they are not on ...
Setting Up an Agent Phonebook
Agent phonebooks allow agents to transfer calls to a list of internal and external contacts. Phonebooks are assigned at the Client, Call Center, and Service levels. You can use an agent phonebook for: External transfers that support single ten-digit phone numbers and extensions. Internal transfers that allow agents to transfer calls to service group...
Setting Up Agent Scheduling
The Agent Scheduling feature enables you to create shifts for agents, assign shifts to agents, and define thresholds for compliance. For example, if you expect your agents to comply with scheduled tasks 85% of the time, you can set 85% as the threshold. Scheduling agents involves the following tasks: Configuring the Agent Scheduler settings Creating...
Adding LV Connect
LiveVox Connect (LV Connect) acts as a notification or a bulletin board channel specifically designed for the agent desktop. LV Connect displays real-time alerts, posts, and notifications to ensure that agents and managers have current information about their team and tasks. It acts as a centralized tool for managers to post updates or reminders to ...
The Knowledge Worker Desktop
If you are working as a Knowledge Worker agent, you use the Knowledge Worker desktop, which is configured by your manager. To log in to the Knowledge Worker desktop: Log in to the agent desktop. F rom the Desktop Mode drop-down list, select Knowledge Worker. The Knowledge Worker desktop has the following display options: Agent Panel + Extended Pan...