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WebChat

This feature provides an integrated consumer to Agent agent webchat solution.  The LiveVox webchat includes the following enhancements:

• Easily embed LiveVox WebChat on any website that allows your customers to quickly initiate a chat with an agent.
• WebChat can also be integrated with a plug and play chatbot.
• WebChat can be configured to route to different Services services and assigned to Agents agents that have Chat enabled.
• WebChat can be enabled on any Service that an Agent logs into (excludes HCI or 10DMT clicker).
• All interactions are logged and associated to the account.

• On the Agent PanelDesktop, Agents agents are able to receive up to a max of 5 concurrent chat in addition to Agent agent to Agent agent or Supervisor supervisor Chat.
• If an account is provided by the consumer, an Agent agent is able to pull all the Contact details and Contact history by a click of a button.
• If account is not provided by the consumer, an Agent agent is able to associate the chat conversation to an account or create a new one.
• Agents are also able to select a predefined set of responses.
• Once a chat is finished, an Agent agent can disposition the conversation to track any new activity to the Contact record.

• Once enabled, WebChat can easily be configured by creating a new CallFlow with a Chat module and assigned to a Serviceservice.
• Chat Token is the unique identifier that routes incoming chat to a Service.  This is also what displays under Department selection on the Chat widget.
• A WebChat CallFlow can also be configured to initially route to a ChatBot with escape key words.
• Since CallFlow is utilized, you are able to create a dynamic ChatBot that can query values out of Contact Manager and create intelligent routing or other multi-channel actions (ie. Send an SMS or an Email).

Agent Schedule Viewer (WFO)

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

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, create action reminders 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.