Admin Guides (U17, LV19, and Fall 23)
Admin Guides (U17, LV19, and Fall 23)
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Topics
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Theme Documentation
Fall23
Fall23 (latest)
LV19
U17
LiveVox Administrative User Guides
Features and tools to manage the LiveVox Portal and other LiveVox products.Â
Topics
Introduction to LiveVox
Logging In and Logging Out of LVP
Navigating the LiveVox Portal
Understanding the LVP Hierarchy
Configuring Client Sites, Call Centers, Services, and Business Units
Managing Users
Managing Agents and Agent Desktops
Setting up Accounts
Configuring Data Input and Output Formats
Ensuring Compliance
Managing Data
Using the Audit Log Viewer
Monitoring Statistics and Metrics
Generating and Reviewing Reports
Accessing Performance Analytics Dashboards
Managing Workforce
Attempt Supervisor
Understanding the Attempt Supervisor User Interface
Understanding the Attempt Supervisor Workflow
Examples of Rules
Creating Rules
Managing Rules
Working with Attempt Supervisor
Working with Trusted Partners
Listing Ignored Contact Attempts
Call and Screen Recording
Call Recording
Screen Recording
Campaign Management
Configuring Campaign Management
Navigating the Campaigns Editor
Working with Campaigns
Monitoring Campaigns
Adding and Appending Records to Active Campaigns
Contact Center for Salesforce
Installing Contact Center for Salesforce
Configuring Contact Center for Salesforce
Contact Manager
Managing a Contact
Contact Fields
Filtering Contacts
Advanced Filter Criteria
Managing and Previewing a Contact Segmentation
Creating a Contact Group
Exporting and Importing Contacts
Creating a Campaign
Campaign Fields
Creating a Scheduled Campaign Job
Contact Views
Contact Screen
Customizing a Table
Email
Configuring Email
Navigating the Email Channel Window
Using the Email Monitor Dashboard
Interactive Voice Response (IVR)
Using the Contact Flow Engine
Configuring Messages
Working with Phrases
LiveVox Bot
Video Demonstrations
Basics
Bots
Goals
Alerts
Conversations
Customer Profiles
Analytics
LiveVox Unified Analytics
Creating a Dashboard
Managing Dashboards
Dashboard Examples
Private Branch Exchange
Accessing PBX
Understanding PBX
Configuring Phones on PBX
Secure Payment Capture
Interoperability of Secure Payment Capture (SPC) Widgets
Understanding the Credit Card Basic Widget
Understanding the Check Basic Widget
Understanding the Credit Card Advanced Widget
Understanding the Check Advanced Widget
SMS
Navigating the SMS Channel Window
Understanding SMS Types and SMS Numbers
Using the SMS Monitor Dashboard
Chat
Understanding and Using a Web Widget
Understanding the Web Widget Fields
Using the Chat Monitor Dashboard
Contact Center CRM Agent Desktop
Accessing Designer
Understanding the Contact Center CRM Agent Desktop
Working with a Designer Desktop
Advance Features
QM
SpeechIQ/SpeechIQ+
Agent Assist
Conversation Reporting
Conversation Configuration
ELearning
Workforce Management
Work Queue
Scripter
Understanding Scripter
Working with Scripter
Advanced Features
Ticketing
Tickets
Working with Ticket Configuration
Tickets Real-Time Dashboard
Ticket Dashboard
Voice
Phone Numbers
Profiles
Contact Timing
Dialing Strategies
CID Package
Block Caller ID
Call Prioritization
Inbound Call Routing
Voice Monitor Dashboard
Reports
Generating and Reviewing Inbound Reports
Generating and Reviewing Campaign Reports
Generating and Reviewing Call Reports
Generating and Reviewing Agent Reports
Generating and Reviewing Billing Reports
Using Analytical Tools
Reporting Data Retention Policy
Wallboards
Signing In
Designing a Dashboard and Panel
Customizing the Panel Views
Viewing a Dashboard and the Associated Panels
Customizing a Panel Grid
Viewing the Panel Menu
Defining the Service Level Agreements (SLAs)
Changing the State of an Agent
Chatting with Agents
Viewing the Panel Statistics
Enabling the Wallboards Application for Agents
Terminology