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<Description of new feature.> <Procedure, if any. Add a logical start and finish to the procedure and start in a new paragraph.> Enhancements in LiveVox User Portal U11This section describes the enhancements to existing features in the LiveVox <release name> release.
Anchor | Encrypted Fields in Contact Manager and Fields Editor | Encrypted Fields in Contact Manager and Fields Editor | Encrypted Fields in Contact Manager and Fields EditorTicketing SystemThis 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:
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.
Assigning Library Content to Agent
Agent Scheduling Tasks
Enhancements in LiveVox User Portal U11This section describes the enhancements to existing features in the LiveVox <release name> release.
This feature provides the following enhancements:
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. The Fields editor provides the ability to edit and define what applications will have read/write access to these encrypted fields.
To verify encrypted fields are enabled go to Configure>Client/Service>Client>Billing tab. When enabled, under General, the Encrypted Fields will be checked.
This version further enhances existing BOT integration with Dialogflow to take advantage of the latest BOT provider integrated feature set. Dialogflow provides users new ways to interact with their product by building engaging voice and text-based conversational interfaces, such as voice apps and chatbots, powered by AI.
For instructions on how to enable the new BOT integration, contact the Client Services team at client-services@livevox.com.
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With this version, you can sort campaigns created 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.
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Users can select to sort segmentation by contact fields from the segmentation screen when selecting a segmentation.
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Users can select to sort a segment by contact fields from the segment screen when selecting a segment.
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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.
Previouly,
With this version,
- 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.
Anchor New Entities in Fields Editor New Entities in Fields Editor
New Entities in Fields Editor
New Entities in Fields Editor | |
New Entities in Fields Editor |
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.
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LiveVox currently offers 100 additional custom fields for Account/Ticket entity type, and 20 custom fields for Agent entity type. |
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This release allows users to define a field in Contact Manager as a drop-down list. This offers the following advantages to users:
- Ability to define a custom field as a list in Fields editor
- Ability to define what values are available for custom fields defined as a list field
- Ability to view the list field as a drop-down pick list in Contact Manager as defined in Fields editor
- Ability to use segmentation and basic or advanced search to display drop-down fields as defined in Fields editor.
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User can define a maximum of 10 values for a List. |
Agent have the ability to view the pick list, once its defined in Contact Manager.
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With this version, the Import/Export Jobs tab allows you to create up to six Contact manager import jobs.
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Users can now configure Contact and Call Flow fields in the expression builder (Extended Panel and Desktop Native tabs of the Agent Desktop with Extended Panel).
Contact and Call Flow fields in Extended Panel Tab
Users can configure Contact and Call Flow fields for widgets which has Request Parameter.
To configure these fields:
- Navigate to Configure > Agents > Agent Desktop > Extended Panel.
- Select the widget which has Request Parameters.
- Click the Expression Builder link.
- Expression Builder pop-up appears.
- Click the arrow in the upper-right corner. Here, users get newly available Contact and Call Flow fields to add in Expression Builder.
Contact and Call Flow fields in Desktop Native Tab
When adding the entry to Desktop Native Commands, this version provides new Source field with the following options: Default, Contact, and Call Flow. Also, this version adds Source as a new column to identify the source associated with the command.
If Source is Default or Contact, fields are available in Data drop-down (refer above screenshot). If Source is Call Flow, users can configure the call flow variables by clicking the link next to Data option.
Anchor Agent Scheduling Enhancements Agent Scheduling Enhancements
Agent Scheduling Enhancements
Agent Scheduling Enhancements | |
Agent Scheduling Enhancements |
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.
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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
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.
The Fields editor provides the ability to edit and define what applications will have read/write access to these encrypted fields.
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1. Select the encrypted field from the list of available fields. 2. Enter a new label if required. 3. From the Edit Encrypted Columns screen select Encrypted Field Permission option. 4. From the Encrypted Field Permission screen check the read/write permissions for the listed roles and components. |
To verify encrypted fields are enabled go to Configure>Client/Service>Client>Billing tab. When enabled, under General, the Encrypted Fields will be checked.
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This version further enhances existing BOT integration with Dialogflow to take advantage of the latest BOT provider integrated feature set. Dialogflow provides users new ways to interact with their product by building engaging voice and text-based conversational interfaces, such as voice apps and chatbots, powered by AI.
Note |
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Support for the earlier version of the integrated BOT ends on October 23rd, 2019. |
For instructions on how to enable the new BOT integration, contact the Client Services team at client-services@livevox.com.
This version provides a new option IB Email Domain under Settings tab of Services editor. It allows users to specify a unique inbound email domain for inbound email routing.
With this version, you can sort campaigns created 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.
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Users can select to sort segmentation by contact fields from the segmentation screen when selecting a segmentation.
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Users can select to sort a segment by contact fields from the segment screen when selecting a segment.
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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.
Previouly,
With this version,
- 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.
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.
Note |
---|
LiveVox currently offers 100 additional custom fields for Account/Ticket entity type, and 20 custom fields for Agent entity type. |
This release allows users to define a field in Contact Manager as a drop-down list. This offers the following advantages to users:
- Ability to define a custom field as a list in Fields editor
- Ability to define what values are available for custom fields defined as a list field
- Ability to view the list field as a drop-down pick list in Contact Manager as defined in Fields editor
- Ability to use segmentation and basic or advanced search to display drop-down fields as defined in Fields editor.
Note |
---|
User can define a maximum of 10 values for a List. |
Agent have the ability to view the pick list, once its defined in Contact Manager.
With this version, the Import/Export Jobs tab allows you to create up to six Contact manager import jobs.
Users can now configure Contact and Call Flow fields in the expression builder (Extended Panel and Desktop Native tabs of the Agent Desktop with Extended Panel).
Contact and Call Flow fields in Extended Panel Tab
Users can configure Contact and Call Flow fields for widgets which has Request Parameter.
To configure these fields:
- Navigate to Configure > Agents > Agent Desktop > Extended Panel.
- Select the widget which has Request Parameters.
- Click the Expression Builder link.
- Expression Builder pop-up appears.
- Click the arrow in the upper-right corner. Here, users get newly available Contact and Call Flow fields to add in Expression Builder.
Contact and Call Flow fields in Desktop Native Tab
When adding the entry to Desktop Native Commands, this version provides new Source field with the following options: Default, Contact, and Call Flow. Also, this version adds Source as a new column to identify the source associated with the command.
If Source is Default or Contact, fields are available in Data drop-down (refer above screenshot). If Source is Call Flow, users can configure the call flow variables by clicking the link next to Data option.
Known Limitations
This section contains the known behaviors, system maximums, and limitations in the LiveVox U11 release.
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<Description of known limitation.>
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<Description of known limitation.>
Known Issues
This section contains the known issues in the LiveVox U11 release.
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<Description of known issues.>
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<Description of known issues.>
Fixed Issues
This section contains the issues fixed in the LiveVox U11 release.
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<Description of fixed issues.>
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<Description of fixed issues.>
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