Unified Analytics is a set of enhanced reporting, dashboards, and analysis tools designed to provide you with the ability to conduct an in-depth analysis of its calling campaigns. Unified Analytics includes the following features:

  • LiveVox Performance Analytics Report and Metrics Library
  • Customized reporting ability
  • Customized dashboards (up to fifty)
  • Quick data analysis tools
  • Daily data refresh
  • 15 editor logins
  • 50 viewer logins
  • 30GB data storage for the standard performance version
  • For existing Customers, LiveVox will load three (3) months’ worth of historical data (i.e., does not include any real-time data, but presents historical call data beginning with the prior day’s call results; longer look-back periods are available upon request) for Customer to instantly begin using the module.
  • Two (2)-hour initial training session with the LiveVox Consulting Team
  • One hour meetings with business consulting team every two weeks during the first 60 days
  • Third-Party Storage: As part of Unified Analytics, LiveVox stores your data with a third-party data warehouse to facilitate the analytics solution. Such third party is at all times obligated to protect all your data from any unauthorized disclosure. Privacy and security features and safeguards include:
    • A multi-layer architecture covering areas, such as user authentication and authorization, logical security, data store security, transport, and storage encryption, including that of data backups.
    • A platform that runs on enterprise-grade scalable co-location services from a reputable vendor with security features and certifications covering facilities, virtual network, and server environments.
    • Application-level security that enforces project-level security and privacy. User roles and data warehousing are managed within the context of a project with fine grain controls.
    • Data security features extend to include active monitoring, multi-tenant security providing effective isolation, logging, and analysis of data movement. In addition, organizational security and change management surrounds all processes covering areas such as staff onboarding, software design, version control, Quality Assurance, and datacenter operations.
    • Certifications for SOC 2, the TRUSTe® Privacy Program, Salesforce.com AppExchange Security, and more.

  • Data Elements: Unified Analytics captures the following data elements, in addition to any customized elements created by you, all of which can be stored at a third-party data warehouse.

    A)            Tenant IDO)            Original Account NumberCC)        Agent Team
    B)            Client IDP)             Client NameDD)       Talk Time
    C)            Call Center NameQ)            First nameEE)        Wrap Time
    D)            Call Center IDR)            Last nameFF)         Agent Hold Time
    E)            LV Client NameS)             Call Connect TimeGG)       LiveVox Result
    F)             Service NameT)            Call End TimeHH)       Result Code
    G)            Service TypeU)            Call DurationII)            Result ID
    H)            Service IDV)            IVR DurationJJ)           Agent Desktop Outcome
    I)              Transaction TypeW)          Hold TimeKK)       Result Category
    J)              Answer TypeX)            Transfer DurationLL)        Custom outcome 1
    K)            Session IDY)            Last Key PressedMM)     Custom outcome 2
    L)            Transaction IDZ)            FilenameNN)       Custom outcome 3
    M)           Phone DialedAA)       Agent Logon IDOO)       Input payment amount
    N)            Account NumberBB)        Agent Full NamePP)         Zip

For additional information, see Unified Analytics.