The Settings tab of the Client window enables you to configure settings for Contact Manager, data retention, recordings, agent monitoring, and so on.
The following tables describe the fields that appear in the various sections on the Settings tab.
General Settings
| Field | Description |
|---|---|
| General Settings | |
| Service Groups | A selected checkbox indicates that you can view the monitor dashboard for service groups. |
| Restrict Strategies Scope | A selected checkbox indicates that the dialing strategies are restricted to certain call centers or services. |
| Language | Language displayed on the LiveVox Portal (LVP). This field contains the following options:
|
| Time Zone | Time zone used on LVP. This field contains the following options:
For international dialing requirements, the portal now supports your configured time zone. The configured time zone is reflected in the following sections of the portal:
|
| Dialing Country of Origin | Enables you to choose the country from which you are dialing. The following countries are supported:
The Dialing Country of Origin is a client-level setting that allows you to choose your home country setting. Phone numbers are formatted according to the selected home country. Based on your client-level setting, phone numbers for the specified Dialing Country of Origin are displayed as local numbers for both the voice portal and agent desktop user interface. Phone numbers not associated with your Dialing Country of Origin are displayed in the E.164 format. |
| Date Format | Date format for the portal. You can configure a preferred time zone and date format that will be applied across the platform. The features and products on the platform display the configured time zone and dates including the exported items. |
| Number Format | Number format for the portal. You can configure a preferred number format that will be applied across the platform. The features and products on the platform display the configured number format including the exported items. |
Contact Manager Settings
| Contact Manager Settings | |
|---|---|
| Campaign Updates Contact Manager | A selected checkbox indicates that Contact Manager is updated when a campaign is loaded. A cleared checkbox indicates that only those account numbers that do not exist in Contact Manager are added when a campaign is loaded. |
| Days of Contact Retention | Number of days that a contact is retained within Contact Manager since the last load date. If the last load date is greater than the value in this field, the contact is removed. Contact your Account team to update the value in this field. |
Contact Rules
| Contact Rules | |
|---|---|
| Contact Max Attempts Per Day | Maximum number of contact attempts that you can make on a unique account per day, regardless of phone numbers. The value 0 in this field indicates unlimited attempts. The corresponding field value for a service (service-level value) takes precedence over this field value. |
| Contact Max Phone Attempts Per Day | Maximum number of contact attempts that you can make on a unique combination of account and phone numbers per day. The value 0 in this field indicates unlimited attempts. The corresponding service-level value takes precedence over this field value. |
| Contact Max Attempts Lifetime | Maximum number of contact attempts that you can make on a unique account in a lifetime, regardless of phone numbers. |
| Contact Max Phone Attempts Lifetime | Maximum number of contact attempts that you can make on a unique combination of account and phone numbers in a lifetime. |
| Profile | Restriction policy used for contacting your customers. |
KPI Settings
| KPI Settings | |
|---|---|
| Service Level Seconds | Number of seconds within which an agent must answer an inbound call to be compliant with Service Level Agreements (SLAs). The corresponding service-level value takes precedence over this field value. |
| Default Service Level Formula | Formula used to calculate the service level. You can view the details of a formula by using the ellipsis icon |
Retention Settings
| Retention Settings | |
|---|---|
| Days of Screen Recordings | Number of days that screen recordings are retained on the LiveVox Platform. While you cannot modify the value in this field, the following options are available: 3, 15, 30, 45, 60, 90, 180, and 365 days. If you want a different value, contact the LiveVox Customer Care Team. |
| Days of Call Recordings | Number of days that call recordings are retained on the LiveVox Platform. You cannot modify the value in this field. |
| Days of Speech Analytics | Number of days that Speech Analytics data is retained on the LiveVox Platform. The default value in this field is 365. You can, however, change the value to a number between 45 and 3653. |
| Free days of call recording | Number of days that call recordings are available to you for free. The default value in this field is 15. You cannot modify the value in this field. If you want a different value, contact the LiveVox Customer Care Team. |
Defaults
| Defaults | |
|---|---|
| Strategy | Strategy used for contacting your customers. |
| Requeue Strategy | Strategy used to requeue campaigns. |
| AM Option | Answering machine option. This field contains the following options:
|
| Voice | Voice talent used for Interactive Voice Response (IVR). |
| Scrub | Communication mode for which the phone numbers in the campaign should be scrubbed when the campaign is built. This field contains the following options:
|
| Quick Responsebook | Quick Responsebook for chat. A Quick Responsebook contains predefined responses that are common chat messages that your agents can send to customers when chatting. |
Advanced Features
| Advanced Features | |
|---|---|
| Segmentation | A selected checkbox indicates that the Segmentation feature is enabled. |
| Report Only After All Retries | A selected checkbox indicates that campaigns are reported only after they complete re-attempts. |
| Vertical | Business market (such as BPO or healthcare) based on which some optional features might be enabled. When you select the BPO option for the business market, you enable the optional Original Account Number field in Contacts. This field is typically used for an existing external account number from the original account issuer. When enabled, the Original Account Number field is included in searches within the Contact Flow Editor's Lookup module, the Agent Desktop’s Screen Pop display, and the Contact Lookup Report. |
| Campaign Appends Allowed | A selected checkbox indicates that campaigns are allowed to be appended to an active campaign (that is, a campaign that is playing). |
| Phone DNC Type | Type of Do-Not-Call option. This field displays one of the following values:
|
| Shadow Audio Packages | Real-time audio stream package that allows LiveVox to be integrated with third-party providers of speech analytics. To enable Shadow Audio Packages, contact your Account Team. |
| Record Owning Agent on Primary Channel | A selected checkbox indicates that the recording of a conversation between agents and that between an agent and a customer is enabled. This feature is not supported for Shadow Audio Packages.
|
Agent Monitoring
| Agent Monitoring | |
|---|---|
| Monitoring Enabled | A selected checkbox indicates that you can listen to a call between your agent and customer in real time. |
| Coaching Enabled | A selected checkbox indicates that you can listen to a call between your agent and customer, and guide your agent as they handle the call, without the customer hearing the conversation between you and the agent. |
| Barging In Enabled | A selected checkbox indicates that you can voluntarily participate in the call between your agent and customer by interacting with both the agent and the customer. |
Email Settings
| Email Settings | BCC Address: To maintain effective customer care email conversations, you can configure the Blind Carbon Copy (BCC) feature in email. BCC is available in the campaign settings for email campaigns. These functions enable you to include multiple recipients and efficiently reply to all relevant parties. You can receive notifications when an email is opened or clicked. However, if the Bounce or an Unsubscribe option is clicked, only the specific email address related to the event is added to the Do Not Contact (DNC) list. This enhances the functionality and flexibility of our email communication system, providing comprehensive tools for effective customer care and reporting while ensuring compliance with email bounce and unsubscribe requests. You can add up to ten email IDs to the BCC list. Specify the recipient's email addresses in the BCC Address text box and save the changes. |