Spring24 Admin Guide

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The Billing tab of Client editor provides a view of available add-on products. Products currently enabled for your site have a green checkmark next to them.

  • Contact your Account team to discuss the add-on product setup for your site.
  • Not all products or features are currently visible in the Billing tab. More products are in the pipeline to be added to the Billing tab in future releases.

 
The following add-on products are available if the respective options are enabled.

  • General 
    • Encrypted Fields: Displays and allows you to re-label up to five dedicated encrypted fields in the Fields editor under the Contact entity.
    • Enhanced Call Recording Storage: To enhance the reliability and availability of call recordings, LiveVox uses cloud object stores.

    • Enhanced Screen Recording Storage: To enhance the reliability and availability of screen recordings, LiveVox now uses cloud object stores.

      If Enhanced Call Recording Storage and Enhanced Screen Recording Storage options are not already checked, the LiveVox team will schedule your site to be enabled for these enhancements. This transition is the default for all customers.


    • Trusted Partners: A Trusted Partner model allows two LiveVox sites to share data. This functionality is for OCA (Outsource Collection Agency) clients as well as clients with multiple portals utilizing PDAS. Provides the ability to add (on request) and view partners in the Trusted Partners tab.
  • Analytics: Provides an integrated, secure, and highly scalable cloud business intelligence (BI) solution to create insightful, actionable intelligence that leverages LiveVox data.
    • BI Analytics: The BI tool replaces static reporting with fast graphical views of operational data.
  • Channels 
    • Voice Channel: Provides access to Voice Channel.
    • SMS Channel: Provides access to SMS Channel.
    • Email Channel: Provides access to Email Channel.
    • Chat Channel: Provides access to Chat Channel.
  • API: A set of APIs (Application Programming Interfaces) for integrating the functionality of the LiveVox platform with third-party applications such as CRM systems and other systems of record used by clients to manage their 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.
    • API: Provides access to public APIs
  • WFO: Work Force Optimization (WFO) tool
    • Agent Scheduling: Provides Agent Scheduling on the LiveVox portal. Agent Scheduling allows you to create shift calendars and assign specific shifts to agents.
    • Advanced Agent Scheduling: Provides Advanced Agent Scheduling options on the LiveVox portal.
    • Assessor: Agent interactions are loaded into the tool providing a solution for customizable agent scorecards to allow call centers to search, playback, and score and evaluate every agent interaction for quality, performance, and compliance.
    • Screen Recording: Provides access to screen recording configurations in the Agent Desktop editor and screen recording report on the WFO tab.
    • Work Queue: Provides access to  Work Queue. You can view various e-learning, agent scheduling, arbitration tasks assigned to you.
    • E-Learning: Provides access to E-Learning tools within LVP. Users can create, assign and manage e-learning content.
  • Contact Management
    • PDAS: Displays the Phone Dial Attempt Supervisor (PDAS) tool in the voice portal. This allows users to access all PDAS functions and features within LVP without opening a different web page.
    • Accounts: Provides Accounts Manager for Ticketing and Contact association​.
    • Designer: Offers a WYSIWYG editing environment for the creation and management of agent desktops. It provides a flexibly laid out arrangement of components that package together contact information (CRM) and statistical functionality, along with targeted scripts that guide an agent in specific activities.
  • Customer Care 
    • Ticketing: Provides a ticketing system for agents and users​.
    • Knowledge Base: Provides Knowledge Base solution.
  • Speech 
    • Advanced TTS: Allows the system to support two advanced Text-To-Speech (TTS) engines - Google and Amazon. These TTS engines provide high fidelity speech synthesis that sounds natural. This feature allows you to select the advanced TTS engines (Google and Amazon) within Call Flows editor or Phrases editor.
    • Transcribe: reserved for future development.
    • Transcribe all calls: reserved for future development.
    • Sentiment Analyze all Calls: reserved for future development.
    • Speech Analytics: reserved for future development.
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