Spring24 Admin Guide

Page tree

Upon logging in you will be brought to the main screen of the LiveVox Portal.  Here you will see your company information and logo, username and support links, and two windows, a left navigation panel and the main window displaying the selected section of the LiveVox Portal. The panels within the main window can be customized using instructions on the Customizing and Resetting GUI Settings page.

The below screenshot shows the graphical view of the Monitor and Agent panels along with the Campaigns panel in tabular format. For more information about graphical and tabular views, see Viewing Call Centers and Services page.

The LiveVox Portal (LVP) main menus are organized under the navigation panel on the left.  The three standard modes are Configure, Monitor and Review. Also, WFO mode is available when Accessor or Screen Recording add-on product is enabled for your site.

Contact your Account team or Client Services to discuss add-on product setup for your site.

You may first select a mode from the navigation panel, and then select a topic from the navigation tree to open the section of LVP.  View help information specific to a section by displaying the Help panel. See Getting Additional Help for more information on opening the Help panel.

  • Configure mode allows you to deploy all the different functions on LVP, including uploading and running campaigns, as well as updating configuration settings via a series of tools.  Individual tool functionality and application are explained in more detail in other sections.

  • Monitor mode allows you to supervise and view all current and daily activity on call centers, service groups, and agents within LVP. By default your view is of the overall site (depending on access rights), but to view information at a more granular level see Viewing Call Centers and Services.

  • Review mode allows you to access reports available for different operations within LVP.

  • If WFO mode is enabled, you will be displayed with Assessor, Screen Recording Report, or Call Recording Report as per the configuration of your site. These options are used for monitoring quality control, researching customer complaints, or assisting in agent training. 

For further help navigating the LiveVox Portal view the below information.