Agent Enhancements U10

Customer-Agent WebChat

This version provides an integrated customer to agent webchat solution. The LiveVox WebChat application can be embedded on any website. The feature allows customers to quickly initiate a chat with an agent. The customer can enter a name and contact information, select a department to contact and enter a message.

You can also perform the following additional functions with WebChat:

• Configure to route to different services and assigned to agents that have WebChat enabled.
• Enable on any service that an agent logs into (excludes HCI or 10DMT clicker).
• Log all interactions and associate to the account.

Messages are displayed in the agent desktop in the Chat tab. The customer contact name is displayed in the contact list under Customer.

Agent Inbox

This version provides agents the ability to view and reply to SMS and Email messages directly from the agent desktop. Inbound SMS and Email messages are now displayed in the Inbox tab of the agent panel.

SMS channel features:

• Agents can respond to inbound SMS on the agent desktop.
• For any SMS campaigns or transactional outbound SMS, any reply backs are pooled into an Agent Inbox called an SMS Group Queue.
• Agents skilled to handle SMS can pull a conversation into their own personal queue and SMS back.
• Once an SMS is assigned to an agent’s personal queue, any subsequent inbound SMS will only go to that agent until the end of the day, or if an agent resolves the conversation or puts the conversation back to the Group Queue.
• Inbound SMS will only show if a customer is responding back from an outbound SMS that originated from the LiveVox platform.

To view an SMS message, select the message from the personal or group queue channel options.

 The tab displays the available messages under the selected channel (Group or Personal):

• Agents handling SMS conversations can view any associated Contact details, Notes, or History.
• Agents can respond using predefined templates or free-form.
• Agents can disposition any SMS interaction to ensure outcome changes are registered to the account.
• All SMS interactions, whether outbound or inbound are associated to the Contact History.

SMS Group channel options:

The available options for a SMS in the group channel are:

• Reply. Assigns to the agent's queue and opens the email widget for reply.
• Open Contact Details, Contact History, and Contact Notes
• Mark as new
• Assign to agent queue. This option is available in the more options menu (three dot button).

 

SMS Personal channel options:

The available options for an email in the personal channel are:

• Reply. Opens the email widget for reply.
• Open Contact Details, Contact History, and Contact Notes
• Mark as new
• Move back to the queue. This option is available in the more options menu (three dot button).
• Resolve. This option is available in the more options menu (three dot button).

E-mail channel features:

• Agents can respond to an inbound e-mail on the agent desktop.
• Inbound Emails are pooled into an agent Inbox called an e-mail Group Queue.
• Agents skilled to handle e-mail can pull a conversation into their own personal queue.
• Once an Email is assigned to an Agent’s personal queue, any subsequent inbound e-mail goes only to that agent until the end of the day, or if an Agent resolves the conversation or puts the conversation back to the e-mail Group Queue.
• Unlike SMS, inbound e-mail can be received without an associated outbound e-mail message.

To view an e-mail message, select the message from the personal or group queue channel options.

 The tab displays the available messages under the selected channel (Group or Personal):

• Agents can respond back to e-mail using predefined templates or free-form messages.
• Agents can disposition any e-mail interaction and ensure outcome changes or events are registered to the account.
• All e-mail interactions, whether outbound or inbound are associated to the Contact History or the E-mail address if Account is not available.
• Automatic e-mail replies can be configured for the first initial inbound e-mail response.

E-mail Group channel options:

The available options for an e-mail in the group channel are:

• Reply. Assigns to agent queue and opens the email widget for reply.
• Open Contact Details, Contact History, and Contact Notes.
• Mark as new.
• Assign to agent queue. This option is available in the more options menu (three dot button).

E-mail Personal channel options:

The available options for an e-mail in the personal channel are:

• Reply. Opens the email widget for reply.
• Open Contact Details, Contact History, and Contact Notes.
• Mark as new.
• Move back to the queue. This option is available in the more options menu (three dot button).
• Resolve. This option is available in the more options menu (three dot button).

Ability to Add Notes to an Account When Not In Call

In this version, agents using the Email, SMS, and Chat channels can add Notes to a Contact when not on a call.

Acknowledgement With Arbitration [WFO]

In this version, Assessor (evaluator) can add an evaluation with the Acknowledgement request to the Agent Work Queue in order to notify the agent of a new evaluation. Agent can view the notification of a new task in the Agent Work Queue and review the evaluation in a form. They can select the appropriate Acknowledgement option and submit the response.

• Agent can select Accept option on the Acknowledgement form to close and lock the evaluation. Once accepted, the response cannot be edited.
• Agent can select the Dispute option and add their comments in the Dispute Form as shown below. The disputed evaluations are moved to the Arbitrators work queue to be reviewed and arbitrated.

•  If an agent selects Cancel, the evaluation remains as a pending workflow task on the agent work queue.

Extended Panel and Order of Widgets - Independent of the Agent State

With this version, the Extended panel displays widgets independent of agent states. The displayed order of widgets in the Tabs layout depends on the configuration created by your manager.

Interoperability of Secure Payment Capture (SPC) with Designer Desktop

Previously, SPC functionality was only available on the Agent Desktop with Extended panel.

With this version, when configured by the manager, SPC functionality is also available on the Agent Desktop with Designer. Click on the credit card () or check control () buttons to initiate SPC. 

The below screenshots are examples of the screens for the Designer Desktop. 

Credit Card Basic

Check Basic

Credit Card Advanced

Check Advanced

SPC widgets on Agent panel with Extended panel

Previously, SPC widgets were displayed in Tabs/Tiles format on the extended panel.

With this version, SPC widgets are displayed as pop-ups.

Designer Enhancements

Ticketing System

An integrated ticketing solution is now available within Designer Desktop. When configured by the manager, ticketing allows agents to create tickets and associate them to contacts and/or accounts.

Ticketing solution provides the ability to the agents to:

• Create, view and modify tickets from multi-channel sources.

• add notes and add attachments to tickets.
• associate tickets to any contact and/or account and supports change history.

Ticketing comes with a standalone dashboard or an integrated dashboard within the ticketing component.

• The Dashboard displays a chart view of active tickets by Agent, Priority, Accounts and Label in four quadrants.
• Agents can click on any chart to query the ticketing list accordingly.

QM Work Queue Management

Designer Desktop offers a new QM Work Queue Component that displays all active Agent defined tasks with an advanced search filter. In addition, it provides click-to-action capabilities to an agent. With this, Agents have a queue that they can use to view the activities/tasks assigned to them. This queue displays the task, due date, and status.

Transactional Email and SMS Support

With this version, Designer desktop supports transactional Email and SMS. Agents can now send Email and SMS from any Designer desktop, irrespective of whether they are on a call or not. Agents can also manage the consent within the Designer desktop.

Email

The Email feature provides the following options to agents:

• Create an email either free-form or using a template that has been identified as an Email template.
• Identify if the email consent is available for the account+email combination.
• Send only an Opt-In email template if consent is not available. Designer can restrict all email templates other than Opt-In templates if consent for the account+email combination is not available. When an Opt-In email is sent, designer must trigger an Opt-In event and flag the account+email consent field in Contact Manager.
• View email interaction history for the account through the Contact History Activity panel.

SMS

The SMS feature provides the following options to agents:

• Create an SMS either free-form or using a template that has been identified as an SMS template
• Select the phone number associated with the account to SMS
• Identify if SMS consent is available for the account+phone combination for that account
• Send only an opt-in SMS template if consent is not available for the account+phone combination. When an opt-in SMS has been sent, LiveVox triggers an Opt-In event and flags the account+phone SMS consent field in Contact Manager. 
• View SMS interaction history for the account through Contact History Activity panel

Agent Schedule Viewer

The Designer Desktop offers a new Agent Scheduling component in this release. When configured by the manager, Agent Schedule viewer allows the agents using Designer Desktop to view their assigned schedule at a glance. Agent Schedule is created and published by the manager user.