Page History

UI Enhancements

Object Ids with Object Names in Drop-downs

Improved Visibility of the Help Panel

Previously, on any page of the Voice Portal, users could access context-sensitive help by clicking the arrow icon in the upper right corner of the screen.

This version enhances the visibility of the help panel by changing the arrow icon to a question mark. Click the question mark icon to access the help panel.

Messages Editor UI Enhancements

New Wizard to Add a New Message

Previously, when users wanted to add a new Message, they would see a dialog box to set the message name, description, and assign a call flow.

This version provides the details of call flow with the wizard like dialog when users add the new Message.

To add the Message:

New Wizard to Add a New Messagebook Entry

Previously, when users wanted to add a new Messagebook entry, they would see a dialog box to set the message name, and description.

This version provides the details of call flow with the wizard like dialog when users add the new Messagebook entry.

To add the Messagebook entry:

New Properties Panel

This version removes Connectors tab from module properties. 

Users can view the properties of a module in the panel on the right pane when the module is selected.

Merging of Build and Deploy

Previously,

With this version, 

List Return Support for the Phone Lookup Module

With this version, additional list return functionality within the phone lookup module provides an improved experience for customers in multi-phone match scenarios. This offers added support for list return where there may be more than one Phone ANI match within Contacts. This is especially helpful when the caller has more than one account. This feature includes:

• Up to 5 matches for the Phone lookup can be returned as a Contact match.
• A configurable Multi-Match Prompt Phrase which can be configured to relay to the caller that there are multiple matches for their phone number.
• A new call flow event connector for MultiMatch which can then be configured to prompt the caller to enter their account number for further validation.

The phone lookup module uses a support_multiple_records flag for backward compatibility.

WebChat Integration

When enabled, WebChat can easily be configured by creating a new CallFlow with a Chat module and assigned to a service.

In the earlier versions of LiveVox, the Advanced text-to-speech system supported only Acapella as TTS engine. In this version, the system supports two additional advanced TTS engines - Google and Amazon. These TTS engines provide high fidelity speech synthesis that sounds natural.

Integration of Customer/Consumer Chat

This version provides integration of the Customer Chat feature to the voice portal. The Customer Chat feature is now integrated into the Billing tab of the Client editor.

Report Writer Enhancements

Normalized Custom Columns in Report Writer 

This version of the voice portal normalizes custom columns in Report writer. The list below describes the enhancements made in this release:

• Renamed all the entries in the Table drop-down menu for improved categorization and readability.
  • Renamed Account and Account Details to Contacts.
  • Renamed ACCT_TRANSACTION to Transaction.
  • Renamed ACCT_CALL_ATTEMPT_RESULTS to Interaction.

Previously

Now

New fields in CDR Plugins

In this version, CDR plugins table includes five new fields as given below:

• areaCodeState
• callCenterId
• campaignType (not ID)
• phonePosition
• zipCodeState

New Values in Segmentation Editor

With this version, two new values are added under Manage Criteria setting of the Segmentation editor. Navigate to Config>Campaigns>Segmentation>Manage Criteria>Add Criteria to utilize the following fields for creating Contact source criteria:

• Dialed in last 'x' days - Allows users to include accounts that have been dialed within a specific window, day, or within a number of days/weeks/months.

• Dialed in last 'x' days for Livevox Result - Allows users to include accounts that have been dialed within a specific window, day, or within a number of days/weeks/months, and had a specific result. (Livevox Result drop-down is only visible for Dialed in last 'x' days for Livevox Result field).

Append Handling with Priority

Previously, records sent through the Append Campaign Record feature were prioritized based on the target service dialing sort. Appended records generally fell into two categories:

1. Append "normal records" to an ongoing campaign with normal priority.
2. Append "hot records" to an ongoing campaign where Priority dialing is required immediately.

With this version, enhanced campaign append functionality is now available where the service level dialing sort can be superseded for priority record handling allowing appended campaign records to be handled with priority over existing campaign records.  

Select Allow Append at the service level and campaign or campaign template levels to enable this feature. 

Split the Standard Call Recording Job by Call Center

This version allows users to split the standard call recording job by call center. The zip files are stored in the specific Call Center zip file. Also, password options allows users to generate password protected the zip file.

To configure, navigate Configure > Client/Service > Client editor > Jobs tab, and click the link next to Call Recording. Users are presented with Configure Call Recording Job popup.

Previously

Now

Info
Call Recording Zip file is not created for Call Centers with no recordings.

Integration of PDAS

This version integrates PDAS with the voice portal. This is displayed in the Billing tab of the Client editor.

Further enhancements:

• Expired blocks under the DND tab are now retained for 60 days instead of 14 days. This allows users to better track and audit historical blocks on PDAS.
• Users can now configure PDAS rules with Phone+Contact Group restrictions.
• Rules created in PDAS for phone numbers can be associated to multiple Contact Groups.

Agent Inbox Multi-Channel Configuration

Previously, inbound SMS and Inbound Email were not routed to agents. This version allows you to perform the following actions:

• Assign the unassigned/unread SMS and Email to the agent
• Check the SMS and Email Queue for the agent
• Reply to the SMS or Email
• Provide result/status to the conversation

SMS, Email, and Chat response is provided with an optional channel for agents. Users can assign these channels to the agent through the Agent Desktop editor.

After you assign agents to the channels, agents can handle Email, SMS, or Chat responses. Agents must ensure that they login to the service where the messaging channels are configured to route. 

• Inbound Email routing is based on associating the domain to a service.
• Inbound SMS routing is based on the location from which the originating outbound SMS is launched.
• Inbound Chat routing is based on what service to which the Chat Routing Token is assigned.
• Services with SMS, Email, or Chat configured, require an associated inbound Email, inbound SMS, or inbound Chat Message template selected in the Settings tab of the Services editor.

Timestamp updates 

In this version, all the editors that use timestamp fields (Created By and Modified By), throughout the platform display the dates in the following format:

• Less than 24hrs - 1h 32 m ago
• Less than 48hrs - Yesterday at 4:23p.m.
• Less than 365 days - May 6, 18:23
• Greater than 1 year - 2011-12-23, 7:34a.m.

WFO

New Agent Scheduling Editor

In this version, Agent Scheduling is integrated into LiveVox Voice Portal. Clients who subscribe to Agent Scheduling can access Agent Scheduling within the LiveVox Voice Portal. Agent Scheduling editor allows permitted users to create shift calendars and assign agents to specific shifts. The introduction of Agent Scheduling makes the user experience smoother. The new Agent Scheduling editor is available under the Config node when enabled by the Internal LiveVox users on the Billing tab of Client editor:

Navigate to Config > Agents > Agent Scheduling to access the Agent Scheduling editor.

This application includes the following functionality for multiple levels of users:

• Users - Users have the ability to create and manage agent work schedules, Sysadmin and Super users have the ability to mass assign shifts, generate shift assignment and shift reports. Agent Scheduling editor allows the create work calendars and shifts and assign agents to the shifts.
  • The work calendar displays both shifts and agents. Users can drag the shifts to the date cell that is specific to an agent.
  • Users can expand the calendar to view the shift details of a specific agent for a month.
  • Users can create the following shifts:
    • Locale
    • Area
    • Number of slots
    • Start and end times
    • Timezone
    • Breaks
    • Skill

Acknowledgement With Arbitration

In this version, Assessor provides the ability for Acknowledgement and Arbitration (form of alternative dispute resolution) of an evaluation. Acknowledgement and Arbitration can be enabled while designing a Scorecard. Assessor users can also assign the Arbitrator to review any disputed evaluations.

The feature provides the following functionality:

• Assessors (evaluator) can evaluate a call and save the evaluation.
• Assessors can add an evaluation with the Acknowledgement request to the Agent Work Queue in order to notify the agent of a new evaluation.
• Agents can view the notification of a new task in the Agent's Queue and review the evaluation in a form.
• Agents can select the appropriate Acknowledgement option and submit the response.
• If an agent chooses to Dispute the evaluation, the task is moved to the Arbitrators work queue to be reviewed.

Management Reporting

In this version, additional Supervisor, Manager, and Agent reports are available in Assessor. Users can now utilize the Agent Teams option to generate reports from the Review tab of Assessor. The Agent Teams option helps users determine the trend for the agent teams for which they are in charge. Selecting this option provides users a detailed report of all the agents in an Agent Team and the ability to view their individual scores for a date range.  

Previously

Now

Users can also view the score details of a specific agent or agent team in graphical view. Click the bar graph icon in the Score Graph column to view the score graph.

Designer Enhancements

In this version, the Designer tool is enhanced to support multiple pages and allows the users to define actions (API calls, new page triggers, component load) based on System or User based events on the Director tab.

The Director tab allows users to create and control Agent experience within Designer Desktop.

In addition to this, the Designer tool offers the following new components which can be utilized to design the Designer Desktop:

• Ticketing – Advanced LiveVox Ticketing Application with embedded Accounts, Contacts and Notes component
• Tickets – Displays a list of all tickets with an advanced search function
• Ticket Dashboard – Displays an overview of active tickets, statuses in and assignments in four graphical quadrants
• Navigator – Groups components in a horizontal menu format
• Accounts List – Displays a list of all Account records with embedded Ticketing, Contacts, and Notes components
• Accounts Notes – Displays a list of all Account notes with an advanced search function
• QM Work Queue – Displays all active Agent tasks with an advanced search function and click-to-action capabilities
• Scheduler – Displays Agent scheduling component
• JIRA – Integration with JIRA application for ticketing

The following components are enhanced:

• External App – now supports dynamic variables in a URL push

• Home Bar – new configurable buttons with forward, backward functions

• Contact Notes – now supports the ability to add notes while agent is not on call