LiveVox Agent Desktop Native Download: A Guide for Contact Center Agents
If you are a contact center agent who wants to improve your customer service and productivity, you might be interested in LiveVox, a leading cloud-based contact center platform that powers more than 14 billion interactions a year. LiveVox seamlessly integrates omnichannel communications, CRM, and WFO capabilities to deliver an exceptional agent and customer experience while reducing compliance risk.
livevox agent desktop native download
One of the key features of LiveVox is the Agent Desktop Native (ADN) application, an installable application that enhances the agent experience with the following benefits:
Offers browser-independent access to the agent desktop
Enables integrated voice using the computer (WebRTC) to place a call
Provides access to the screen recording feature
Enables the use of desktop native commands
In this article, we will show you how to download and install ADN on your system, whether you use Windows, Mac, or Linux. We will also show you how to use ADN for your contact center operations, such as signing in, configuring settings, accessing features, and troubleshooting issues.
How to Download ADN through the LiveVox Portal
One way to download ADN is through the LiveVox portal, which requires an account with administrator privileges. Here are the steps for each platform:
Windows
Log in to the LiveVox portal and navigate to Configure > Agents > Agent Desktop > Desktop Native tab.
Scroll down to the Desktop Native Commands section and click Windows.
Your browser will automatically detect the correct download file for your operating system. Save the file in your Downloads folder.
Run the agent-desktop-native-.exe file to launch the installer. Click Yes when prompted by User Account Control.
Follow the installation on-screen instructions to complete the process. You can launch ADN from the applications folder or the icon on your desktop.
Mac
Log in to the LiveVox portal and navigate to Configure > Agents > Agent Desktop > Desktop Native tab.
Scroll down to the Desktop Native Commands section and click Mac.
Your browser will automatically detect the correct download file for your operating system. Save the file in your Downloads folder.
Run the agent-desktop-native-.pkg file to launch the installer. You may need to allow installation from unidentified developers in your security settings.
Follow the installation on-screen instructions to complete the process. You can launch ADN from the applications folder.
Linux
Log in to the LiveVox portal and navigate to Configure > Agents > Agent Desktop > Desktop Native tab.
Scroll down to the Desktop Native Commands section and click Linux.
Your browser will automatically detect the correct download file for your operating system. Save the file in your Downloads folder.
Run the agent-desktop-native-.deb file to launch the installer. You may need to enter your password to authenticate the installation.
Follow the installation on-screen instructions to complete the process. You can launch ADN from the applications folder.
How to Download ADN through the Agent Sign In Page
Another way to download ADN is through the agent sign in page, which does not require an administrator account. Here are the steps for each platform:
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Windows
Go to the agent sign in page and click on the Download Agent Desktop Native link at the bottom of the page.
Your browser will automatically detect the correct download file for your operating system. Save the file in your Downloads folder.
Run the agent-desktop-native-.exe file to launch the installer. Click Yes when prompted by User Account Control.
Follow the installation on-screen instructions to complete the process. You can launch ADN from the applications folder or the icon on your desktop.
Mac
Go to the agent sign in page and click on the Download Agent Desktop Native link at the bottom of the page.
Your browser will automatically detect the correct download file for your operating system. Save the file in your Downloads folder.
Run the agent-desktop-native-.pkg file to launch the installer. You may need to allow installation from unidentified developers in your security settings.
Follow the installation on-screen instructions to complete the process. You can launch ADN from the applications folder.
Linux
Go to the agent sign in page and click on the Download Agent Desktop Native link at the bottom of the page.
Your browser will automatically detect the correct download file for your operating system. Save the file in your Downloads folder.
Run the agent-desktop-native-.deb file to launch the installer. You may need to enter your password to authenticate the installation.
Follow the installation on-screen instructions to complete the process. You can launch ADN from the applications folder.
How to Use ADN for Contact Center Operations
Once you have downloaded and installed ADN on your system, you can use it to access the full functionality of LiveVox agent desktop. Here are some tips on how to use ADN for your contact center operations:
How to sign in and configure ADN settings
Launch ADN from your applications folder or desktop icon. You will see a sign in page similar to the web version.
Enter your username, password, and domain name. Click Sign In.
You will see a pop-up window asking you to allow ADN to access your microphone. Click Allow.
You will see a settings page where you can configure your audio and video devices, screen recording options, and desktop native commands. Click Save.
How to access omnichannel communications, CRM, and WFO capabilities
After signing in and configuring your settings, you will see the main agent desktop interface, which consists of four tabs: Home, Chat, Email, and SMS. You can switch between these tabs to access different communication channels with your customers. You can also access the CRM and WFO features from the menu bar at the top of the screen.
Home
The Home tab is where you can view and manage your voice calls. You can see your current status, available campaigns, call history, and caller information. You can also use the dial pad to make outbound calls or transfer calls to other agents or queues. You can also mute, hold, or end calls from this tab.
Chat
The Chat tab is where you can view and manage your chat sessions with your customers. You can see your current status, available queues, chat history, and customer information. You can also send and receive messages, attachments, emojis, and canned responses from this tab. You can also transfer chats to other agents or queues or end chats from this tab.
The Email tab is where you can view and manage your email interactions with your customers. You can see your current status, available queues, email history, and customer information. You can also compose, reply, forward, delete, or archive emails from this tab. You can also use templates, attachments, signatures, and spell check from this tab.
SMS
The SMS tab is where you can view and manage your text messages with your customers. You can see your current status, available queues, SMS history, and customer information. You can also send and receive messages, attachments, emojis, and canned responses from this tab. You can also transfer SMS to other agents or queues or end SMS from this tab.
CRM
The CRM feature is where you can access and update customer data and records. You can access the CRM feature from the menu bar at the top of the screen by clicking on the CRM icon. You can see a list of customers and their details, such as name, phone number, email address, account number, etc. You can also search for customers by various criteria or create new customers from this feature. You can also edit customer information or add notes or tasks from this feature.
WFO
The WFO feature is where you can access and manage your work performance and schedule. You can access the WFO feature from the menu bar at the top of the screen by clicking on the WFO icon. You can see a dashboard that shows your key performance indicators (KPIs), such as service level, average handle time, customer satisfaction score, etc. You can also see a calendar that shows your work schedule, breaks, meetings, training sessions, etc. You can also request time off or swap shifts from this feature.
How to use integrated voice, screen recording, and desktop native commands
One of the main advantages of using ADN is that it enables you to use integrated voice using the computer (WebRTC) to place a call without needing a separate phone device or software. This means that you can make high-quality voice calls directly from your agent desktop using your headset or microphone and speakers.
Another benefit of using ADN is that it provides access to the screen recording feature that allows you to record your screen activity during a call for quality assurance and compliance purposes. This means that you can capture what you see on your screen during a call and save it as a video file that can be reviewed by your supervisor or manager later.
A third advantage of using ADN is that it enables the use of desktop native commands, which are keyboard shortcuts that allow you to perform certain actions on your agent desktop without using your mouse. For example, you can use Ctrl+Shift+R to start or stop a screen recording, Ctrl+Shift+M to mute or unmute a call, Ctrl+Shift+H to hold or resume a call, etc. You can see the full list of desktop native commands in your settings page.
Conclusion
In this article, we have shown you how to download and install ADN on your system, whether you use Windows, Mac, or Linux. We have also shown you how to use ADN for your contact center operations, such as signing in, configuring settings, accessing features, and troubleshooting issues.
By using ADN, you can enjoy the following benefits:
Browser-independent access to the agent desktop
Integrated voice using the computer (WebRTC) to place a call
Access to the screen recording feature
Use of desktop native commands
We hope that this article has been helpful and informative for you. If you have any questions or issues with ADN, please contact LiveVox support at support@livevox.com or 1-888-477-3448. We are always happy to assist you and provide you with the best service possible.
FAQs
What are the system requirements for ADN?
The system requirements for ADN are as follows:
Operating SystemMinimum Requirements
WindowsWindows 7 or later, 64-bit processor, 4 GB RAM, 200 MB disk space
MacMac OS X 10.10 or later, 64-bit processor, 4 GB RAM, 200 MB disk space
LinuxUbuntu 16.04 or later, Debian 9 or later, 64-bit processor, 4 GB RAM, 200 MB disk space
How can I update ADN to the latest version?
You can update ADN to the latest version by following these steps:
Launch ADN and sign in with your credentials.
Click on the menu icon at the top right corner of the screen and select Check for Updates.
If there is a new version available, you will see a pop-up window asking you to download and install it. Click Yes.
The download and installation process will start automatically. You may need to restart ADN after the update is complete.
How can I troubleshoot common issues with ADN?
If you encounter any issues with ADN, such as audio problems, screen recording errors, or desktop native commands not working, you can try the following solutions:
Check your internet connection and make sure it is stable and fast enough for voice and video calls.
Check your audio and video devices and make sure they are properly connected and configured in your settings page.
Check your screen recording options and make sure they are enabled and set correctly in your settings page.
Check your desktop native commands and make sure they are not conflicting with other keyboard shortcuts in your system or browser.
Restart ADN and try again. If the issue persists, contact LiveVox support for further assistance.
How can I provide feedback or suggestions for ADN?
We value your feedback and suggestions for ADN as they help us improve our product and service. You can provide feedback or suggestions for ADN by following these steps:
Launch ADN and sign in with your credentials.
Click on the menu icon at the top right corner of the screen and select Feedback.
You will see a feedback form where you can rate your experience with ADN, write your comments or suggestions, and attach screenshots if needed.
Click Submit when you are done. Your feedback will be sent to LiveVox product team for review and consideration.
How can I learn more about LiveVox products and services?
If you want to learn more about LiveVox products and services, such as omnichannel communications, CRM, WFO, AI, analytics, compliance, etc., you can visit our website at www.livevox.com or contact us at info@livevox.com or 1-844-207-6663. We are always ready to help you with your contact center needs and challenges. 44f88ac181