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This version introduces new Email and SMS campaign dashboards which provide an overview of current state of the unattended Email and SMS campaigns. The Email and SMS dashboards are displayed when you are in the Monitor tab of the navigation panel under Call Centers and Service Groups at all levels. 

This version further enhances existing BOT integration to take advantage of the latest BOT provider integrated feature set. 

For instructions on how to enable the new BOT integration, contact the Client Services team at client-services@livevox.com.

Data Management

This release allows users to define a field in Contact Manager as a drop-down list. This offers the following advantages to users: 

• Ability for the user to define a custom field as a list in Fields editor
• Ability for the user to define what values are available for custom fields defined as a list field
• Ability for the user to view the list field as a drop-down pick list in Contact Manager as defined in Fields editor
• Ability for the agent to view the pick list
• Ability for the user to use segmentation and basic or advanced search to display drop-down fields as defined in Fields editor

With this version, you can sort campaigns created from from contact manager with segmentation by contact fields.  

• Sorting of records can be configured at both the Parent and Child segment level within Segmentation.
• The sort is prioritized in a waterfall fashion with the segment level sort taking precedence.
• A Service must have its sort set to ‘default’ for a campaign to dial in the sorted order.

This feature provides the following enhancements:

• Allows users to define encrypted fields for sensitive data
• Allow users to define which components and roles have read/write access to these encrypted fields

When Encrypted Fields are enabled on the Client level, users now have the ability to view and re-label up to five dedicated encrypted fields in Fields editor under the Contact entity.

With this version, the Import/Export Jobs tab allows you to create up to six Contact manager import jobs.

This version introduces the new Accounts editor that allows creation of account level entities supporting the relationship of multiple contacts (contact management records) to one account. The following options are available as part of this editor:

• Accounts - Allows the users to view, edit existing accounts and also create new accounts. 
• Accounts Dashboard - Allows the users to get an overview of Account Activity.
• Accounts Admin - Allows users to configure the Account settings for client. Users can store the accounts classification level. For example: Platinum, Gold, Silver, etc. Users can set their own values and this can be used as a filter parameter in search screens. These search parameters are available on Accounts and Accounts Dashboard.

In this version, users can configure custom fields for the following new entities:

• Account - Custom fields added to Account entity can be utilized for Accounts.
  
• Ticket - Custom fields added to Ticket entity can be utilized for Ticketing.
  
• Agent - Custom fields added to Agent entity can be utilized through the Details tab of the Agent editor.

Users can add new custom fields, define label and data type for these fields and associate them to the respective entity.

With this version, the Contact History tab of Contact manager is renamed to Interaction History tab. This tab allows users to view Email, SMS, and Chat interactions as one grouped thread. A thread for email is defined as a sequence of responses to the same subject line. A thread for SMS is defined as a set of interactions from the same long or short code phone number and to phone number within a 24-hour rolling period. A thread for chat is defined as series of chat interactions within the same session. 

Designer

The process of creating scripts using Designer is now simpler with a new Designer UI. The following enhancements are available:

• Designer has now a main tool bar for Desktop, Scripts, Functions Library, and Images Library resources. Below each are specific tabs to support functionality of each component.
• New Desktop search option
• The Design tab lets you construct your desktop by dragging components into the canvas. A different set of components is supported for desktops and scripts.
• The Properties tab shows the properties of the component selected in the canvas below. The Properties tab is also auto displayed by double-clicking the component within the Desktop page.
• The Events tab shows the user/system events, if any, associated with the selected component.
• The new Preview tab is used to view what the Desktop page or Script will look like in actual use.
  • The Preview option allows you to walk through or test the script. It provides a means for ensuring that the script encompasses the desired flow, business rules and logic that the user intended, before moving the script into production. You can preview the script From Beginning or From Current Page. The preview runs in its own tab.

• The File menu option provides the ability to perform the following functions:

  • Create a new script
  • Search for and Open a specific script
  • Edit an existing script
  • Save the current script
  • Delete a script
  • Import a script
  • Export a script
• The Script tab allows you to review the properties of an existing script, review the flow and transitions of the script, manage the data elements of the script and set the reporting parameters of the script.
• The new Images Library option allows you to include images in their scripts. These may be logos that you wish to add to the canvas, icons, or pictures that you want to include them in your script.

Job Scheduler

To further strengthen security offering, users will no longer be able to view passwords for jobs regardless of their permissions. This applies to call recording, FTP, FTPS, Screen Recording, and SFTP jobs from Jobs tab of Client editor. 

This version provides a new Call Center option to choose the call center when using the Split By Call Center option for Standard Call Recording jobs. Also, this version provides another new option to run the job 4 times a day. The job runs at 6 hour intervals if the Execute 4 times per day option is enabled.

This version provides a new Screen Recording option to schedule screen recording jobs in bulk. This job delivers Screen Recordings along with an Index file to the Screen Recording Out SFTP Server as a ZIP file every day at the scheduled time, based on your timezone preference. Zipped batched screen recording job configuration is available from the Screen Recording link under Jobs tab of Client editor. Zipped call recording jobs generate records for the previous day.

Imports of client Ticket and Account data into Ticketing and Account services can be scheduled through Jobs Scheduler.

Monitor Panel

In this version, if a cookie or session expires for a monitoring page, then users are redirected to login page.

Recording

This version provides some back end configuration that will impact how the recordings are stored and will pave the path to further enhancements such as Transcription and Sentiment Analysis.   

Reporting

This version provides a new Campaign Pattern option to search the Campaign Line Summary Report. It allows you to search by a portion of the campaign name. You can use this feature to run reports for a segmented campaign with a similar filename.

This version provides new Voicemail Recording Report as part of LiveVox ACD Reports. This report allows you to download or playback group voicemails based on configurable optional User powers. Personal voicemails are not available to play or download. 

Three new optional powers for Managers, Auditors, Client Auditor, Report Admin, Superuser, and Sysadmin include:

• Access to Voicemail Recording Report
• Ability to download voicemail recording
• Permission to stream (playback) voicemail recording

Group voicemails are retained for the past 90 days. The status indicates whether the voicemail has been listened (1) to or not (0).

Report Writer

In this version, the CDR Plugins format includes a new field, LCID Package ID which returns the LCID package ID for the call.

Ticketing

This section describes the new Ticketing System and the tools available to manage the Tickets. You can access Ticketing by navigating to Config > Ticketing. The Ticketing System offers the following tools:

• Tickets - Allows you to create, view, edit tickets, add notes, attachments to tickets and associate tickets to any contact and/or account.
• Tickets Dashboard - Allows you to get an overview of the actions performed on the tickets.
• Tickets Admin - Allows you to configure Ticket settings for client.

User Administration

In this version, the User details page is redesigned to enhance user experience.  

Previously, the User Details included the following configurable tabs:

• General
• Optional Powers
• Audit History
• Change History
• Profile Picture

With this version, the User Details configurable tabs have been consolidated as follows: 

• Info
• Optional Powers
• Audit History
• Change History

This version allows you to add a user profile picture when the user is created. The Change Password option has been moved from the Info tab to the main screen. 

This version no longer requires a separate login for PDAS. 

WFO

Enhancements in this release provide greater Shift Management flexibility: 

• Ability to assign agents to multiple shifts per day
• Ability to change the hours for the shift and breaks per shift
• Ability to schedule multiple breaks per shift
• New Change History tab of Agent Scheduling editor provides the details of the changes made to Shift Assignment, Shift Creation, etc.
• Ability to allow the manager to accept or decline shift swap requests initiated by the agent

This release offers the following enhancements to the Audio and Video playback in Assessor:

• Ability to increase the speed of playback for the Audio and Video playback in Assessor
• Ability to forward or rewind multimedia by 15 seconds

With this release, Assessor provides a mechanism for delivering and tracking coaching that is integrated with individual quality monitoring evaluation scorecards. It helps users to provide better guidance to agents and help enhance their skills.

• Assessor users can mark a recording as an item for the Content Library and a Coaching task. They can identify and note a specific section of the call for coaching.
• Users can add documents in PDF, CSV, PPT, Word formats and external links to the Content library.
• Content Library supports multiple search criteria which allows the users to search for specific content.
• Users can assign library content to one or more agents for review.

Assigning Library Content to Agent

• User can assign the content added to the Content Library to one or more agents for review, acknowledgement, and completion.
• User is notified when task is completed by the agent. 
• Questions by agents regarding e-learning or coaching tasks are assigned back to the user, which can be addressed by the user and re-assigned back to the agent.

Agent Scheduling Tasks

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Enhancements in LiveVox User Portal <Release Number>

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Known Limitations

This section contains the known behaviors, system maximums, and limitations in the LiveVox U11 release.

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Known Issues

This section contains the known issues in the LiveVox U11 release.

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Fixed Issues

This section contains the issues fixed in the LiveVox U11 release.

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