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General

• Encrypted Fields

• : Enables you to modify the label of up to five dedicated encrypted fields for the Contact entity.
• Trusted Partners

• : Enables you to add trusted partners to your LVP. 

A Trusted Partner model allows two LiveVox sites to share data between each other.

• Single Sign On

• : Enables you to log in to the LiveVox Portal through a 3rd party identity provider such as Okta.

• API

• : Enables access to public APIs. 

• LiveVox Application Programming Interfaces (APIs) help integrate the functionality of the LiveVox platform with third-party applications, such as customer relationship management (CRM) systems and other systems that you use to manage your accounts and calling lists. You can also use the APIs to build custom applications that make use of LiveVox features, such as custom Agent Desktops and reporting dashboards.

Channels

• Voice Channel

• : Enables the voice channel for communication between agents and customers.

• 
  

  You can assign the voice channel to an agent through the Channels tab of the Agent Details window. 

• SMS Channel

• : Enables the Short Message Service (SMS) channel for communication between agents and customers.

•  

  You can assign the SMS channel to an agent through the Channels tab of the Agent Details window. 

• Email Channel

• : Enables the email channel for communication between agents and customers. 

• You can assign the email channel to an agent through the Channels tab of the Agent Details window. 

• Chat Channel

• : Enables the chat channel for communication between agents and customers.

•  

  You can assign the chat channel to an agent through the Channels tab of the Agent Details window. 

WFO

• Agent Scheduling

• : Enables you to create shifts for your agents and then assign shifts to your agents.
• Advanced Agent Scheduling

• : Enables you to use the advanced options for agent scheduling, such as the Adherence dashboard and forecast history.

• For information about the Adherence dashboard, see Work Force Optimization (WFO) > Workforce Management > Agent Schedule Adherence Help.

•  For information about forecast history, see Work Force Optimization (WFO) > Workforce Management > Agent Schedule Forecast History Help.
• Work Queue

• : Enables you to view e-learning, agent scheduling, and arbitration tasks.
• E-Learning

• : Enables you to access e-learning tools within the portal and manage e-learning content.
• Agent Assist

• : Enable you to access Agent Assist tools that use speech-to-text processing to help your agents

• with necessary information and guidance during interactions.

Speech IQ

• QM

• : Enables you to use the Quality Monitoring tools.
• Speech Analytics

• : Enables you to analyze your recorded calls.

• Advanced TTS

• : Enables you to select advanced Text-to-Speech (TTS) engines (Amazon and Google) within contact flows and phrases. 

• These TTS engines provide high-fidelity speech synthesis that sounds natural.

• Transcribe All Calls

• : Enables you to transcribe your calls.
• Sentiment Analyze All Calls

• : Enables you to analyze your recorded calls based on the sentiment of the customer.
• Sentiment Analysis Realtime

• : Enables you to analyze the sentiment of your interactions in real time.
• Call Summarization

• : Enables you to obtain a summary of the calls for further analysis.
• Intent Identification

• : Enables you to identify the intent in the interactions.

Recording

• Call Recording

• : Enables you to record calls between your agents and customers.
• Screen Recording

• : Enables you to record screens during a call between your agents and customers.

Analytics

• BI Analytics

• : Enables you to replace static reporting with fast graphical views of operational data.

•  

  LiveVox Analytics provides an integrated, highly scalable, and secure cloud Business Intelligence solution to create insightful and actionable intelligence that leverages your LiveVox data.

Contact Management

• Attempt Supervisor

• : Enables you to access Attempt Supervisor to set a limit for the maximum number of contact attempts to an account or a phone number, as part of the dialing compliance plan for a user.
• Accounts

• : Enables you to manage accounts and use them in association with contacts and tickets.

• Designer Script: Enables you to create and manage the Agent Desktop experience by designing desktops for agents. It uses an interface that enables you to preview the Agent Desktop as you design it (that is, the What You See Is What You Get system). It contains components and containers that are used to display the contact information (CRM) on the Agent Desktop and targeted scripts for guiding an agent to perform specific activities. 

• U-Script comes with the Designer Desktop, so you don't need a separate license.

Customer Care

• Ticketing

• : Enables ticketing.
• Knowledge Base

• : Enables the Knowledge Base portal.

UCaaS

• Emergency Services

• : Enables your agents

• to make an enhanced 911 (E911) call.
• Meetings

• : Enables you to join or schedule meetings on the Agent Desktop or through the Meetings mobile application.
• Chat

• : Enables agents to chat with other agents.
• PBX

• : Enables the LiveVox cloud

• -based hosted IP PBX (Internet Protocol-based Private Branch Exchange) service tailored for back-office users who do not want to rely on a Customer Premises solution.

The Agent Licenses section provides the table (view-only) with the following counts for Active Agent, SMS, Email, and Chat Licenses.

• Licenses: List of available licenses.
• Allotted: Number of allotted agents.
• Assigned: Number of assigned agents.
• Available: Number of available agents.
• Unique Agent MTD Login: The count of unique agent logins for the current month till date.

The Agent Licenses section provides the table (view-only) with the following counts for Active Agent, SMS, Email, and Chat Licenses.

• Allotted: Number of allotted agents.
• Assigned: Number of assigned agents.
• Available: Number of available agents.
• Unique Agent MTD Login: The count of unique agent logins for the current month till date.

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Agent Portal Settings: 

• Agent Desktop

• : Default Automatic Call Distributor (ACD) screen for agents.

• This value is used only if the corresponding field in the service does not contain a value.

• Supervisor to Agent Chat

• : Indicates if a supervisor can initiate a chat with an agent.

• Default Agent Phonebook: 

• Default phonebook for agents. 

• This value is used only if the corresponding field in the call center or service does not contain a value.

• Agent Call In Number Groups

• : Enables you to manage call-in numbers for your agents through the Agent Call In Number Groups window. 
• Use Agent Desktop Audio

• : Indicates if an agent can establish an audio connection by using their computer audio.
• Use Websockets

• : Indicates if the Agent Desktop uses the WebSockets protocol.

LiveVox Portal Settings

• Click over this area to upload a new image

• : Enables you to upload a unique icon to your portal by using the Apply button. This icon appears on the top-left corner of your portal.

Before you can upload an icon, ensure that it meets the following criteria:

• Maximum size: 720 pixels (width) and 540 pixels (height)
• Minimum size: 128 pixels (width) x 36 pixels (height)
• Recommended size: 385 pixels (width) and 108 pixels height)
• Minimum resolution: 150 pixels per inch
• Recommended resolution: 300 pixels per inch

To revert to the original image, use the Reset Image button.

General Settings

•  Service Groups

• : A selected checkbox indicates that you can view the monitor dashboard for service groups.

•  Restrict Strategies Scope

• : A selected checkbox indicates that the dialing strategies are restricted to certain call centers or services.

•  Language: Language displayed on the LiveVox Portal (LVP). This field contains the following options:
  • English (default)

  • Francais (French)

  • Espanol (Spanish)

•  Time Zone: Time zone used on LVP. This field contains the following options:
  
  • Greenwich Mean Time
  • Atlantic Time
  • Eastern Time (default)
  • Central Time
  • Mountain Time

  • Pacific

• • Time 

    Regardless of the value in this field, all reports are based on the Eastern Time zone.

• Dialing Country of Origin

• : Field for specifying the home country of the client. The following countries are supported:
  United
  • •  United States of America
    • Canada
    • Mexico
    • United Kingdom
    • Columbia
    • India
    • Ireland

  Contact Manager Settings

  • Contact Management
  • : A selected checkbox indicates that Contact Manager, including all its features, is enabled. 

• You cannot modify this checkbox.
• This setting is not applicable for null accounts (that is, accounts with no account number).

• Campaign Updates Contact Manager

• : A selected checkbox indicates that Contact Manager is updated when a campaign is loaded. A cleared checkbox indicates that only those account numbers that do not exist in Contact Manager are added when a campaign is loaded.

• Days of Contact Retention

• : Number of days that a contact is retained within Contact Manager since the last load date. If the last load date is greater than the value in this field, the contact is removed.

•  

  You cannot modify the value in this field.

Contact Rules

• Contact Max Attempts Per Day

• : Maximum number of contact attempts that can be made on a unique account per day, regardless of phone numbers.

• The value 0 in this field indicates unlimited attempts. 

• The corresponding field value for a service (service-level value) takes precedence over this field value.

• Contact Max Phone Attempts Per Day

• : Maximum number of contact attempts that can be made on a unique

• account

• per day, regardless of phone numbers.

• The value 0 in this field indicates unlimited attempts. 

• The corresponding service-level value takes precedence over this field value.

• Contact Max Attempts Lifetime

• : Maximum number of contact attempts that can be made on a unique account in a lifetime, regardless of phone numbers. 
• Contact Max Phone Attempts Lifetime

• : Maximum number of contact attempts that can be made on a unique combination of account and phone number in a lifetime.

• Profile

• : Restriction policy used for contacting your customers.

KPI Settings

• Service Level Seconds

• : Number of seconds within which an agent must answer an inbound call to be compliant with Service Level Agreements (SLAs). 

• The corresponding service-level value takes precedence over this field value.

• Default Service Level Formula

• : Formula used to calculate the service level. You can view the details of a formula by using the ellipsis

Image Removed

• icon  that appears next to the field value.

Retention Settings

• Days of Screen Recordings

• : Number of days that screen recordings are retained on the LiveVox platform. 

• While you cannot modify the value in this field, the following options are available: 3, 15, 30, 45, 60, 90, 180, and 365 days. If you want a different value, contact the LiveVox Customer Care Team.

• Days of Call Recordings

• : Number of days that call recordings are retained on the LiveVox platform. 

• You cannot modify the value in this field.

• Days of Speech Analytics

• : Number of days that the Speech Analytics data is retained on the LiveVox platform.

• The default value in this field is 365. You can, however, change the value to a number between 45 and 3653.

• Free days of call recording

• : Number of days that call recordings are available to you for free. The default value in this field is 15. 

• You cannot modify the value in this field. If you want a different value, contact the LiveVox Customer Care Team.

Defaults

•  Strategy: Strategy used for contacting your customers.

•  Requeue Strategy

• : Strategy used to requeue campaigns.

•  AM Option

• : Answering machine option. This field contains the following options:
  •  Don't Leave Messages: If an answering machine is detected, no message is left and the call is disconnected.
  • Leave Messages: If an answering machine is detected, a message is left.
  • Transfer all Connections: Does not detect answering machines; all connections are transferred to agents. 
• Voice

• : Voice talent used for Interactive Voice Response (IVR).
• Scrub

• : Communication mode for which the phone numbers in the campaign should be scrubbed when the campaign is built.

• This field contains the following options:
  • None (default): No phone number is scrubbed.
  • Wireless: Scrubs all wireless phone numbers so that all landline numbers are contacted.
  • Landline: Scrubs all landline numbers so that all wireless phone numbers are contacted.
  • Segmented Wireless: Enables you to use different contact strategies, based on the position of a phone number, to contact both landline and wireless numbers from the same campaign. This is achieved by shifting the wireless numbers to positions 16 through 30 of the phone number list of an account. That is, all wireless numbers from positions 1 through 15 are scrubbed.
• Quick Responsebook

• : Quick Responsebook for chat. A Quick Responsebook contains quick responses, which are common chat messages that your agents can send to customers when chatting.

Advanced Features

• Segmentation

• : A selected checkbox indicates that the Segmentation feature is enabled.
• Report Only After All Retries

• : A selected checkbox indicates that campaigns are reported only after they complete re-attempts.
• Vertical

• : Business market (such as BPO or healthcare) based on which some optional features might be enabled.

• When you select the BPO option for the business market, you enable the optional Original Account Number field in Contacts. This field is typically used for an existing external account number from the original account issuer.  When enabled, the Original Account Number field is included in searches within the Contact Flow Editor's Lookup module, the Agent Desktop’s Screen Pop display, and the Contact Lookup Report.

•   
• Campaign Appends Allowed

• : A selected checkbox indicates that campaigns are allowed to be appended to an active campaign (that is, a campaign that is playing).
• Phone DNC Type

• : Type of Do-Not-Call option. This field displays one of the following values:
  • Legacy DNC (default): Manages a list of either account numbers or account and phone numbers to ensure that they are not called.

  • Dial-Time Phone DNC: Manages a list of phone numbers to ensure that they are not called. 

• • To ensure that a phone number that is available in different portfolios can still be dialed, you can associate the number with a contact group.

•  Shadow Audio Packages

• : Real-time audio stream package that allows LiveVox to be integrated with third-party providers of speech analytics. 

• To enable Shadow Audio Packages, contact your Account Team.

• Record Owning Agent on Primary Channel

• : A selected checkbox indicates that the recording of a conversation between agents and that between an agent and a customer is enabled. 

• This feature is not supported for Shadow Audio Packages.

Agent Monitoring

• Monitoring Enabled

• : A selected checkbox indicates that you can listen to a call between your agent and customer in real time.
• Coaching Enabled

• : A selected checkbox indicates that you can listen to a call between your agent and customer, and guide your agent as they handle the call, without the customer hearing the conversation between you and the agent.
• Barging In Enabled

• : A selected checkbox indicates that you can voluntarily participate in the call between your agent and customer by interacting with both the agent and the customer.

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