Page History

1. On the Accounts tab, click the icon.
   The New Account window appears.

2. Specify values in the following fields as required to create an Account record.
   

   Expand
   title Fields
   Field Description General Name Name of the account. Info This field requires a value. Account Number Account number of the account. Original Account Number Original account number of the account commonly used if want to link an external system to this account or if the accounts were migrated from another system. Classification Classification of the account. Web Site Website of the account. Original ID Original ID of the account. Employees Count of employees of the account. Industry Industry of the account. Phone Office Office phone number of the account. Annual Revenue Annual revenue of the account. Phone Alternate Alternate phone number of the account. Account Type Type of the account. Agent Name of the agent assigned to the account. Agent Team Agent team assigned to the account. Description Description  Description of the account. Billing/Shipping Address Address of the account for billing/shipping. Postal Code Postal code associated with the address. City City associated with the address. State State associated with the address. Country Country associated with the address. Other Ticker Symbol Stock symbol of the account. SIC Code Standard Industrial Classification (SIC) code of the main business categorization of the account.

3. Click Save.
   The account is created, and the details of the account appear in the Accounts window.
   

   Info

   You can create another account by using the New button. You can create a contact, ticket, or note for the account by using the Contact, Ticket, or Note option of the New menu. You can associate the account with an existing contact or ticket by using the Contact or Ticket option of the Link menu. You can delete the account by using the Delete option of the More menu. To view the table with accounts, click the Close icon (). You can create or modify an account filter by using the New Account View icon () or the Edit Account View icon () next to the search box on the Accounts tab.

1. Click Accounts > View Accounts List. 
   The list contains the Account details is listed. 

The account dashboard provides all statistics pertaining to accounts. To access the account dashboard, on the Monitor tab, on the Accounts subtab, click Account > Accounts Dashboard. 

The following table describes the statistics that appear in the Accounts Dashboard window.

1. On the Accounts tab, click the Settings icon (), and then click Import Accounts.
   Alternatively, on the Accounts menu, you can click Import Accounts.
   The Import Accounts window appears.
2. Specify values in the following fields:
   

   • File: Click , and then select the file containing the account data that you want to import.

   • Input Filter: Select an Input Filter (a predefined format to import the data in the file).
     

     Info
     Ensure that the format of the file that you select in the File field corresponds to the format of the selected Input Filter.  Only the Input Filters whose target is Account are available in the Input Filter field.

3. Click Import.

   Info
   You can view details such as the status of the import or the date and time when the import started or ended in the User Tasks window. This window appears when you go to > User Tasks. In the window, the account import task is identified by the value ACCOUNT_IMPORT in the Operation column.

   A message stating the data was imported appears. The accounts from the file imported will appear in the table in the Accounts window.

1. Click the Settings icon (), and then click Export Accounts.
   Alternatively, on the Accounts menu, you can click Import Accounts.
2. A CSV file containing all accounts from the LVP platform based on the selected view is downloaded.

1. On the Tickets tab, click the  Icon.
   The New Ticket window appears.

2. Specify values in the following fields as required.
   

   Info
   All the UI fields are custom fields available in the Accounts, Contact, and Ticket, you can add or remove fields from the UI.

    

   Expand
   title Fields
   Field Description Scope Subject The subject of the ticket. Reported By Name of the person who reported the issue or task pertaining to the ticket. Account Account number associated with the ticket. Info If the existing accounts are not associated with the ticket, you can create an account. To do so: In the Account field, click. The New Account window appears. Specify values in the fields, and then click Save. Contact Name of the contact associated with the ticket. Info If the existing contacts are not associated with the ticket, you can create a contact. To do so: In the Contact field, click. The New Contact window appears. Specify values in the fields, and then click Save. Description Description Description of the ticket. General Label By default, the label that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the label. Info You can define labels for a ticket through the Settings tab of the Ticketing Config window.  Components Component for the ticket. Info You can define components for a ticket through the Settings tab of the Ticketing Config window.  Priority By default, the priority that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the priority. Info You can define priorities for a ticket through the Settings tab of the Ticketing Config window.  Ticket Type Type of ticket. Info The fields that appear on the ticket after it is saved depend on the value in this field, based on the configuration set on the Screen tab of the Ticketing Config window. You can define types for a ticket through the Settings tab of the Ticketing Config window.  Status By default, the status that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the status. Info You can define statuses for a ticket through the Settings tab of the Ticketing Config window.  Channel Communication channel from which the ticket was initiated (for example, email, call, SMS, or web). Agent If an agent creates a ticket, their name appears in this field. Agent Team If an agent creates a ticket and the agent is assigned to an agent team, the name of the agent team appears in this field. Original Ticket Number Original number of the ticket. Original ID Original ID of the ticket.

    

3. Click Save.
   The ticket is created, and the details of the ticket appear on the Tickets tab.

1. On the Tickets tab, double-click the row containing the ticket that you want to modify.

   Info
   To view all tickets, in the search box, click the Clear Ticket View icon (). If you cannot easily find the ticket in the table, click the Advanced Search icon (), and then, in the search window, specify values in the fields as required, and then click Search. You can select multiple values in some of the search fields.

   The ticket window appears, displaying the main section. The main section displays the fields that are selected in the Ticket Highlight subtab on the Screen tab of the Ticketing Config window for the same ticket type (that is, the value in the Type field of the ticket). In addition, the window displays the following tabs.

   Expand
   title Tabs
   Tab Description Detail Displays fields that are selected in the Ticket Detail subtab on the Screen tab of the Ticketing Config window for the same ticket type. Custom Fields Displays fields that are selected for the ticket entity in the Field window. Interactions Displays a table with interactions associated with the ticket.  Note Before you can listen to interaction on this tab, ensure that the Allow Playing Audio Recording checkbox is selected for the ticket page on the Desktops tab of the Designer window. You can view this option in the Agent Desktop only. Info To listen to the interaction, double-click the row containing the interaction, and then, in the Call Detail window, click . Links Displays all the list of the web address and knowledge-based articles that are linked with the ticket. Attachments Displays attachments associated with the ticket. Info You can add an attachment by using the Browse button. You can download an attachment by clicking the attachment. You can delete an attachment by using next to the attachment. Comments Displays comments associated with the ticket. Info To add a comment: On the New menu, click the Comment option. The New Comment window appears. Specify your comment in the text box, format it as required, and then click Save.  Click View Public, if you want to make the comments viewable to the public. The comment is added, and it appears on the Comments tab, along with your name and time stamp. You can modify a comment by using the Edit icon () next to the comment. You can delete a comment by using the Delete icon () next to the comment. History Displays a table with all changes made to the ticket and who made them.

2. Modify the values in the fields as required.
   

   Info
   You can also modify the value in the Status field by using the Workflow menu. To revert the changes, click Reset.

3. Click Save.
   Your changes are saved.

When you want to modify the tickets containing similar fields, you can use the bulk modify option. The custom fields are available when you modify multiple tickets together.

To modify multiple tickets at once:

1. On the Tickets tab, select the checkbox next to each ticket that you want to modify, and then click Edit.
   The Edit Tickets window appears.
2. Modify the values in the fields as required, and then click Save.
   The tickets are updated.

1. On the Tickets tab, click the Settings icon (), and then click Import Tickets.
   Alternatively, on the Tickets menu, you can click Import Tickets.
   The Import Tickets window appears.
2. Specify values in the following fields:
   

   • File: Click , and then select the file containing the ticket data that you want to import.

   • Input Filter: Select an Input Filter (a predefined format to import the data in the file).

     Info
     Ensure that the format of the file that you select in the File field corresponds to the format of the selected Input Filter.  Only the Input Filters whose target is Ticketing are available in the Input Filter field.

3. Click Import.

   Info
   You can view details such as the status of the import or the date and time when the import started or ended in the User Tasks window. This window appears when you go to > User Tasks. In the window, the ticket import task is identified by the value TICKETING_IMPORT in the Operation column.

   A message stating the data was imported appears. The tickets from the file appear in the table on the Tickets tab.

If you wish to share the ticketing information in a file format for verification, you can export tickets from the LiveVox Portal (LVP) platform to a CSV file. 

To export the tickets:

1. On the Configure tab, go to Ticketing > Tickets.
   The Tickets tab appears, displaying a table with tickets.
   

   Note
   The tickets that are exported depend on the view that you have selected. If the search box displays the name Select a predefined view, all tickets appear in the table. If you want to export the tickets associated with a specific account view (filer), in the search box, select the required view. If you want to export all tickets, in the search box, click the Clear Ticket View icon ().

2. Click the Settings icon (), and then click Export Tickets.
   Alternatively, on the Tickets menu, you can click Export Tickets.
   A CSV file containing the tickets from the LVP platform based on the selected view is downloaded.