The Billing tab enables you to view the billable platform features. Features enabled on your LiveVox Portal (LVP) display a green checkmark, whereas disabled features display a red checkmark.
- To enable a feature, contact your Account team.
- Not all billable features appear on the Billing tab.
The following table describes the sections that appear on the Billing tab.
| Section | Product | Description |
|---|---|---|
| General | Encrypted Fields | When enabled, you can modify the label of up to five dedicated encrypted fields for the Contact entity. See Adding and Modifying Encrypted Fields. |
| Trusted Partners | Trusted partners to your LVP. See the Trusted Partners tab.
| |
| Single Sign On | Enables you to log in to the LiveVox Portal through a third-party identity provider, such as Okta. See Configuring the Single Sign On Capability. | |
| API | Enables you to access public APIs. LiveVox Application Programming Interfaces (APIs) help integrate the functionality of the LiveVox platform with third-party applications such as Customer Relationship Management (CRM) systems and other systems that you use to manage your accounts and calling lists. The APIs can also be used to build custom applications that make use of LiveVox features such as custom Agent Desktops and reporting dashboards. | |
| Channels | Voice Channel | Enables you to configure the voice channel for communication between agents and customers. See Creating Agent Profile. You can assign the voice channel to an agent through the Channels tab of the Agent Details window. |
| SMS Channel | Enables you to configure the SMS channel for communication between agents and customers. See Creating Agent Profile. You can assign the SMS channel to an agent through the Channels tab of the Agent Details window. | |
| Email Channel | Enables you to configure the email channel for communication between agents and customers. See Creating Agent Profile. You can assign the email channel to an agent through the Channels tab of the Agent Details window. | |
| Chat Channel | Enables you to configure the chat channel for communication between agents and customers. See Creating Agent Profile. You can assign the chat channel to an agent through the Channels tab of the Agent Details window. | |
| Messaging Channel | Enables you to configure the messaging channel, such as WhatsApp and Facebook Messenger for communication between agents and customers. See Creating Agent Profile. You can assign the messaging channel to an agent through the Channels tab of the Agent Details window. | |
| WFO | Agent Scheduling | Enables you to create and assign shifts to your agents. See Schedules. |
| Advanced Agent Scheduling | Enables you to use advanced options for agent scheduling, such as adherence dashboard and forecast history. See Schedules. | |
| Work Queue | Enables you to view e-learning, agent scheduling, and arbitration tasks. See Accessing Work Queue. | |
| E-Learning | Enables you to access e-learning tools within the portal and manage e-learning content. See Accessing eLearning. | |
| Agent Assist | Enables you to access Agent Assist tools that use speech-to-text processing to help your agents with necessary information and guidance during interactions. See Accessing Agent Assist. | |
| Speech IQ | QM | Enables you to use the Quality Monitoring tools. See Quality Management. |
| Speech Analytics | Enables you to analyze your recorded calls. See Speech IQ. | |
| API Feed | Enables you to configure an API feed for SpeechIQ. | |
| Advanced TTS | Enables you to select advanced Text-to-Speech (TTS) engines (Amazon and Google) within contact flows and phrases. See the Speak module. These TTS engines provide high-fidelity speech synthesis that sounds natural.
| |
| Transcribe All Calls | Enables you to transcribe your calls. See Speech IQ. | |
| Sentiment Analyze All Calls | Enables you to analyze your recorded calls based on sentiment. See Alerting. | |
| Sentiment Analysis Realtime | Enables you to analyze the sentiment of your interactions in real time. See Alerting. | |
| Call Summarization | Enables you to obtain a summary of the calls for further analysis. See Keyword Summary. | |
| Intent Identification | Enables you to identify the intent in the interactions. See Interaction Intents. | |
| Recording | Call Recording | Enables you to record calls between your agents and customers. See Call Recording. |
| Screen Recording | Enables you to record screens during a call between your agents and customers. See Screen Recording. | |
| Analytics | BI Analytics | Enables you to replace static reporting with fast graphical views of operational data. See U-BI. LiveVox Analytics provides an integrated, highly scalable, and secure cloud Business Intelligence (BI) solution to create insightful and actionable intelligence that leverages your LiveVox data. |
| Contact Management | Attempt Supervisor | Enables you to access Attempt Supervisor to set a limit for the maximum number of contact attempts to an account or a phone number, as part of the dialing compliance plan for a user. See Attempt Supervisor. |
| Accounts | Enables you to manage accounts and use them in association with contacts and tickets. See Setting Up Accounts. | |
Designer Script | Enables you to create and manage the agent desktop experience by designing desktops for agents. It uses an interface that enables you to preview the agent desktop as you design it (that is, the What You See Is What You Get system). It contains components and containers that are used to display the contact information (Contact Center CRM) on the agent desktop and targeted scripts for guiding an agent to perform specific activities. Script comes with the Designer Desktop, so you do not need a separate license. | |
| Contact Management | A selected checkbox indicates that Contact Manager, including all its features, is enabled.
| |
| Customer Care | Ticketing | Enables you to configure the ticketing tool. See Ticketing. |
| Knowledge Base | Enables you to configure the Knowledge Base portal. See Knowledge Base. | |
| UCaaS | Emergency Services | Enable your agents to make an enhanced 911 (E911) call. See Viewing Phone Number Records. |
| Meetings | Enables you to join or schedule meetings on the Agent Desktop or through the Meetings mobile application. | |
| Chat | Enables you to chat with other agents. | |
PBX | Enables you to use the Private Branch Exchange (PBX) billable option. LiveVox offers a cloud-based hosted IP PBX (Internet Protocol-based Private Branch Exchange) service tailored for back-office users who do not want to rely on a Customer Premises solution. |
Limits
The Limits section displays the amount of records supported in Contact Manager. Contact Manager can support up to 20 million records per client; however, the default limit is one million records. Records above the one million record limit incur an additional cost.
You can choose from the following following record limit options:
- 1 million
- 3 million
- 6 million
- 12 million
- 20 million
You cannot create new records in Contact Manager above the configured limits. A notification is displayed on the portal when you have reached or are approaching the limit. To update the Contact Manager Record Limit, contact the LiveVox Customer Care Team.
Agent Licenses
The Agent Licenses section provides a table (view-only) with the following counts for Active Agent, SMS, Email, Chat Licenses, and so on.
- Licenses: List of available licenses.
- Allotted: Number of allotted agents.
- Assigned: Number of assigned agents.
- Available: Number of available agents.
- Unique Agent MTD Login: The count of unique agent logins for the current month to date.