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Assessor provides users the ability to generate and export the evaluation report with one Evaluation or multiple Evaluations. With this users can get more details about specific evaluations and utilize the same for training. Users can click the plus sign (+) on the selected evaluation to view additional details of the scored calls. They can also view individual evaluation details by double-clicking the specific evaluation which displays the Categories, Questions, Answers, Score, Evaluation and follow-up questions.
This release offers the following enhancements to the Audio and Video playback in Assessor:
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, if a cookie or session expires for a monitoring page, then users are redirected to login page.
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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. |
Agents 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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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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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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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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In this version, the Agent details page is redesigned to enhance the user experience.
This version allows you to add an agent profile picture when the agent is created.
Previously, the Agent Details included the following configurable tabs:
- Info
- Agent Skill Mapping
- Change History
- Profile Picture
- Service Mapping
- Scheduled Callback
With this version, the Agent Details configurable tabs have been consolidated as follows:
- Info
- Skills
- Services
- Change History
- Schedule Callback
The Change Password option has been moved from the Info tab to the main screen. Clicking on the Change Password link presents the below screen:
Info Tab
Info tab has a new Channels section.
Skill Tab
Previously, Agent Skill Mapping tab was as shown below:
With this version, Agent Skill Mapping tab is renamed as Skill. The mapping view includes a new design on the mapper feature without arrows. Users can click on the skill on the list to move to the other list. The Assign All and Remove All buttons to move all the skills from one list to the other. Additionally, a search field is added to filter both lists at the same time, and facilitate users to find the skill they are looking for.
Services Tab
Previously, the Services Mapping tab was as shown below:.
With this version, Service Mapping tab is renamed as Services. The mapping view includes a new design on the mapper feature without arrows. Users can click on the service from the list to move to the other list. There are still an Assign All and Remove All buttons to move all the services from one list to the other. Additionally, a search field is added to filter both lists at the same time, and facilitate users to find the service they are looking for.
Change History Tab
Previously, the Change History tab was displayed as :below.
With this version, the Change History tab is displayed as :below.
Schedule Callback Tab
Previously, the Schedule Callback tab was displayed as :below.
With this version, the Schedule Callback tab is displayed as :below.
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Enhanced User Details Screen
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In this version, the User details page is redesigned to enhance user experience.
This version allows you to add an user profile picture when the user is created.
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
The Change Password option has been moved from the General tab to the main screen. Clicking on the Change Password link presents the below screen:
Info Tab
With this version, General tab is renamed as Info.
Optional Powers Tab
This version provides the below additional Optional Powers for Manager.
- Access to Ticketing - Provides access to the ticketing system.
- Access to Accounts - Provides access to the account tool.
Users with access to reporting have the following additional optional Call Recording powers.
Access to Voicemail Recording Report - Provides access to Voicemail Recording Report.
Permission to stream (playback) voicemail recording - Allows to view link and stream recordings from Voicemail Recording Report.
Ability to download voicemail recording - Provides ability to view link and download recordings from Voicemail Recording Report.
The below screenshot shows all available optional powers for Managers.
Audit History Tab
Previously, the Audit History tab was displayed as:
With this version, the Audit History tab is displayed as:
Change History Tab
Previously, the Change History tab was displayed as:
With this version, the Change History tab is displayed as:
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In the earlier versions of LiveVox, the Call Records are stored on disk. In this version, clients can opt to store call recording objects in cloud (AWS S3).
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This is a billable feature. Contact Client Services to set up cloud call recording storage for your site. |
To verify the enabled Enhanced Call Recording Storage option for the portal, navigate to Configure > Client / Service > Client > Billing > General.
If enabled, this feature provides the bucket per client on AWS S3. Folder structure on AWS S3 to access the Recordings is:<client-bucket-name>/<object_type>/<service_id>/<object_id>/<object_id>.mp3.aes
For Example, lvrecording-697dab3b7aad5493e053e601c90af1aa/callrecording/34122/37a154f8-462f-bf0d-d162-016a91a3a4eb/37a154f8-462f-bf0d-d162-016a91a3a4eb.mp3.aes
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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.
The below example shows the Show Password checkbox available for standard call recording job.
With this version, users cannot view the password for the jobs from Jobs tab.
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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.
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New Field in CDR Plugins
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In this version, the CDR Plugins format includes a new field, LCID Package ID which returns the LCID package ID for the call.
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New Field for Inbound Email Routing
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NFFIER |
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.
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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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AnchorNew Entities in Fields Editor New Entities in Fields Editor
New Entities in Fields Editor
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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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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.
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This version no longer requires a separate login for PDAS.
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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.
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The Termination Codes editor now supports the option to hide Termination Codes within the agent panel. A new column for each code has been added that shows whether it should display in the agent panel or not.
This is configurable from the termination code details screen. To enable termination codes in the agent panel check the Visible for Agent option.
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Ticketing/Account FTP File Import
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Imports of client Ticket and Account data into Ticketing and Account services can be scheduled through Jobs Scheduler.
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Contact Client Services to request and create these jobs. |
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In this version, the Account Lookup Report UI is redesigned to enhance the user experience.
Previous version had the Advanced Calendar link (link next to To calendar icon) and calendar buttons of From and To options of Date range. With this version, the advanced link and calendar buttons of From and To options are consolidated into one calendar icon.
Previously, the Account Lookup Report was displayed as:
With this version, the Account Lookup Report is displayed below.
Clicking on the calendar icon opens the Date Picker interface. The Range tab allows user to enter/select the date range to generate the report.
The MultiSelect tab allows you to select multiple sequential or non-sequential dates.
With this version, the mapping view includes a new design on the mapper feature without arrows. This new mapper view is available for selecting multiple call centers, services, and service types. Users can click the Available option to move it to Assigned and vice a versa. New Assign All and Remove All buttons are used to move all options from one list to the other. Additionally, a search field is added to filter both lists at the same time, and facilitate users to find the options they are looking for.
Multiple Call Center Selection
Previously,
With this version,
Multiple Service Selection
Previously,
With this version,
Multiple Service Type Selection
Previously,
With this version,
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In this version, the Agents editor UI is redesigned to enhance the user experience.
For General tab enhancements, refer Enhanced Agent Details Screen section.
Agent Mapping Tab
Previously, The Agent Mapping tab was displayed as:
With this version, the mapping view includes a new design on the mapper feature without arrows. Users can click an available agent row from the left side table to assign it to the service. Assigned Agent is displayed in right side table. New Assign All and Remove All buttons are used to move all the agents from one list to the other.
Field name of search boxes ( (Available Agent(s) and Assigned Agent(s)) are removed and users are provided with search boxes for the respective tables.
Agent Team Mapping Tab
Previously, The Agent Team Mapping tab was displayed as:
With this version, the mapping view includes a new design on the mapper feature without arrows. Users can click an available agent row from the left side table(source team) to assign it to the target team. Assigned agent row moves to right side table (Target team). New Assign All and Remove All buttons are used to move all the agents from one list to the other. Field name of search boxes (Source Agents and Target Agents) are removed and users are provided with only search boxes for the respective tables.
Importing Agents
Previously, Import Agents screen was as below:
With this version, users can click in the Select a File to Upload box to navigate to revised/new agent list. Also Ok button is renamed to Update button.
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In this version, the Agents Phonebook editor UI is redesigned to enhance the user experience.
Previously, the General tab was displayed as:
With this version, Import and Export buttons are shifted to the right-side of the screen. The General tab is displayed as below.
Previously, the Entities tab was displayed as:
With this version, the Entities tab is displayed as below.
Importing Agent Phonebook
Previously, Import Agent Phonebook Contacts screen was as below:
With this version, users can click in the Select a File to Upload box to navigate to revised/new agent list. Also Ok button is renamed to Update button.
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In this version, the Call Detail Report UI is redesigned to enhance the user experience.
Previous version had the Advanced Calendar link (link next to To calendar icon) and calendar buttons of From and To options of Date range. With this version, the advanced link and calendar buttons of From and To options are consolidated into one calendar icon.
Previously, the Call Detail Report was displayed as:
With this version, the Call Detail Report is displayed below.
Clicking on the calendar icon opens the Date Picker interface. The Range tab allows user to enter/select the date range to generate the report.
The MultiSelect tab allows you to select multiple sequential or non-sequential dates.
With this version, the mapping view includes a new design on the mapper feature without arrows. This new mapper view is available for selecting multiple call centers, services, and service types. Users can click the Available option to move it to Assigned and vice a versa. New Assign All and Remove All buttons are used to move all options from one list to the other. Additionally, a search field is added to filter both lists at the same time, and facilitate users to find the options they are looking for.
Multiple Call Center Selection
Previously,
With this version,
Multiple Service Selection
Previously,
With this version,
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Previously, the General tab was displayed as below:
With this version, Add, Copy, Delete, Save, and Cancel buttons are moved under the General Tab from common area of Contact Timings editor.
Also, when deleting the Contact Timing, users were getting the below confirmation pop-up.
This version displays the confirmation pop-up with the warning sign.
Previously, the Change History tab was displayed as below:
Add, Copy, Delete, Save, and Cancel buttons are not visible from the Change History tab with this version.
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Previously, the Generate TTS File pop-up was as below:
With this version, the Select Dialect option is with a drop-down menu. The Generate TTS File pop-up is as below:
Previously, the Upload Audio File pop-up was as below:
With this version, the Upload Audio File pop-up is as below:
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This version provides the new voicemail 2.0 enhancements. The following features are included:
- The group voicemail PIN is not needed anymore to check the group voicemails.
- The PIN field under Configure>Services>Phone numbers tab is no longer supported for group voicemail.
Call Flow Editor Enhancements
- The greeting messages are now only configurable at the call flow messages/prompts.
- The greetings can be configured at module level, using the Prehold Prompt Phrase property.
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With this version, the Contact History tab of Contact manager is renamed to Interactions tab.
Previously,
With this version,
The Interactions 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. Clicking on the email icon () opens the email thread as shown below.
The Details tab shows the information about each email in the thread.
- 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. Clicking on the SMS icon () opens the SMS thread as shown below.
The Details tab shows the information about each SMS in the thread. - A thread for chat is defined as series of chat interactions within the same session. Clicking on the Chat icon () opens the chat thread as shown below.
The Details tab shows the information about each chat in the thread.
With this version, the voice interaction icon is changed to from .
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