The following table contains key terms used within the LiveVox environment.
Term | Description |
| 10-Digit Manual with Transfer (10DMT) service | A human-initiated service in which an agent must manually enter all ten digits of a telephone number on the keypad to launch a call. The agent is unable to copy and paste any numbers into the keypad. If the agent enters an incorrect number, the number is ignored and the screen remains unchanged until the agent enters the correct number. The call is launched when the agent enters the correct number. If a consumer answers the call, the call is routed to the closer agent, who speaks with the consumer. |
| 10DMT agent | The agent who is signed in to the 10DMT service. |
| Acknowledgment | The agent's acknowledgment of the receipt or evaluation performed on their audio recordings. |
| Assessor application | An application enabling the creation of scorecards to evaluate an agent's work, task lists for evaluating audio recordings, and tools for querying and evaluating individual recordings. |
| Automatic Call Distributor (ACD) | Manages call routing and maintains information about the readiness state of an agent. |
| Agent | The end user of the Agent Desktop. |
| Agent Desktop | The customizable agent view of the variable customer information, ACD tools, and disposition codes. Different service types, such as HCI and Preview, may have different Agent Desktops. The Unified Agent Desktop (UAD) is an Agent Desktop that, when configured, will expand to display the agent pane and additional widgets within the same screen. |
| Agent schedule | A method of displaying the date and time when an agent is scheduled to be at work or to take leave from work. |
| Agent skill | The qualification of an agent that corresponds to the attribute of a call. For example, if a call is classified as Spanish, the ACD attempts to route the call to an agent who can speak Spanish. |
| Arbitration | A form of alternative dispute resolution. The dispute can be resolved by one or more arbitrators. |
| Arbitrator | The user who is responsible for reviewing disputed evaluations. |
| Assessor | The end user of the Assessor application, who reviews audio recordings using the scorecards created in the Assessor application. |
| Call center | A logical grouping of services used for reporting and user-access control. |
| Campaign | A list of contact records that can be assigned dialing parameters for dialing. |
| Clicker agent | The agent who is signed in to the Human Call Initiator (HCI) service for manually selecting and launching calls from the HCI Agent Desktop. |
| Client | A LiveVox Voice Portal with a unique ID. |
| Closer agent | The agent handling calls that are manually initiated through the 10DMT service or the HCI service. |
| Connect | A transaction in which a connection between one of the LiveVox dialing systems and a caller is established, resulting in billable minutes. For outbound transactions, this also includes a connection to the telephony equipment (for example, answering machines, fax machines, and network voicemail systems) of the receiver. |
| Dialing strategy | A set of rules applied to a campaign, administered through the Strategies editor in LVP. Some of the controls include selection and sequencing of multiple phone numbers, auto-retry parameters, strategy-to-service association, and outcome-based requeue logic. |
| DNC | Do Not Call. |
| Evaluation | Review of an audio recording through scorecards. |
| Human Call Initiator (HCI) service | A service in which an agent (that is, a clicker agent) manually launches a call. If a consumer answers the call, the call is routed to the closer agent, who speaks with the consumer. |
| Inbound (IB) service | A service that receives and directs callers using a designated Interactive Voice Response (IVR). IB services can be configured to route to agent teams, to certain outbound services using service groups, to themselves using service routing, to voicemail boxes, a self-service IVR, or a combination of these. |
| Input filter | A core software component and a robust Extract, Transform, Load (ETL) utility that is responsible for mapping data provided by clients into a database through both simple field mappings and complex data transformations. |
| Interactive Voice Response (IVR) |
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| Local Caller ID (LCID) package | Designed to display a caller ID number that is local, or nearly local, to customers on outbound dialing. When the customer dials back the number, the LCID package routes the call to the appropriate inbound group. |
| Line 2 – Direct | An agent can be provided with a 10-digit Direct Inward Dial (DID) number with a voicemail for customers to contact the agent directly. The Line 2 – Direct is also referred to as the agent second line, agent DID, or direct inbound dial. |
| LiveVox Voice Portal (LVP) | The administration application for the LiveVox platform. LVP provides controls for basic tasks such as agent and user administration, list management, and reporting, in addition to advanced tools such as the compliance suite, Call Flow (IVR) editor, and other options to customize and monitor the platform. |
| Manual service | A human-initiated service in which an agent must manually enter all ten digits of a telephone number on the keypad to launch a call. The same agent handles the call. |
| Message | A pre-recorded system voice message that is provided when a customer dials an inbound number. A service is assigned a single message, whereas a message can be assigned to multiple services. |
| Non-Connect | A transaction in which an attempted connection between the LiveVox outbound dialing system and a caller was not established. Non-connects are generally due to the following reasons: No Answer, Busy, and Invalid Phone Number. |
| Open shift | A slot in a schedule that is not currently filled. |
| Phrase | A combination of words and an audio file to achieve the messaging that an IVR or an answering machine message requires. |
| Preview-All service | A human-initiated service that presents the telephone number to an agent who can choose to either click the number to launch the call or skip the number. The same agent handles the call. |
| Public switched telephone network (PSTN) | A collection of interconnected voice-oriented public telephone networks that are both commercial and government-owned. It is also referred to as the Plain Old Telephone Service (POTS). |
| Quick Connect (QC) service | An automated outbound service that immediately connects live answers with an available agent. |
| Segment | A set of grouping rules attached to a segmentation. |
| Segmentation | A configurable set of segments used for segmenting campaigns into smaller sub-campaigns. |
| Service | A virtual agent group with predefined attributes including but not limited to messaging, compliance rules, and termination codes. A service exists within a single call center. |
| Service group | A virtual grouping of services used for call routing or reporting. |
| Service-based Routing (SBR) | A call assignment strategy used to route calls to the most suitable agent based on their skills. For example, if a call is classified as Spanish, the SBR attempts to route the call to an agent who can speak Spanish. |
| Secure Shell File Transfer Protocol (Secure FTP or SFTP) | A computing network protocol to access, manage, and transfer files between LiveVox and external management systems. |
| Shift swap | An action where two agents swap schedule slots between themselves. Through the configuration settings, managers can decide if shift swaps require their approval. |
| SMS | A high-capacity North American Short Messaging Service (SMS) that interfaces with its outbound dialing systems. It offers both standard rate and Free-to-End-User (FTEU) dedicated common short code (CSC), long code, and toll-free SMS services that have complete mobile carrier coverage in both the United States and Canada. |
| Unattended service | An automated outbound service that immediately connects with an IVR application. Regardless of the responses provided, the called party cannot be connected to an agent. |
| User | The end user of LVP, who can be assigned different roles with distinct permissions. |
| Voice over Internet Protocol (VoIP) | A methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. |
| Work queue | A list of all the work items assigned to a manager or an agent. |
| Workflow task | An action item to be completed by an agent. |