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This document provides an overview of the new features and enhancements to existing features of the LiveVox User Portal in the LiveVox U11 release.

New Features in LiveVox User Portal U11

This section describes the new features in the LiveVox U11 release.

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New Accounts Editor New Accounts Editor

Account Editor

You can use the Account editor, which appears in the Configure section, to create account-level entities to support the relationship of multiple contacts (that is, contact management records) with a single account. In addition, you can associate contacts, tickets, and notes, and define custom variables​.

The editor contains the following options:

• Accounts: To view, create, and modify accounts.

• Accounts Dashboard: To view the following details:
  • Count of accounts.
  • Count of accounts created.
  • Count of accounts with open tickets.
  • Count of accounts with completed tickets.

You can filter the dashboard by segment, classification, type, and date range.

• Accounts Config: To configure:
  • The defaults for account types and classifications.
  • Service Level Agreements (SLAs).
  • The screen display.

You can identify the custom fields that can be added or modified​. For example, Platinum users can set values, which can be used as filter parameters on the search screens. These parameters are available on the Accounts and Accounts Dashboard screens.

In addition, you can select the fields to be displayed on the highlight screen and the information data to be displayed for an agent or other users.

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New Coaching and e-Learning Options New Coaching and e-Learning Options

Coaching and e-Learning Options

You can use the Assessor screen, which appears in the Quality Assurance subsection in the WFO section, to deliver and track coaching that is integrated with individual quality-monitoring evaluation scorecards, and thus provide better guidance to agents and help enhance their skills. In addition, you can:

• Mark a recording as an item for the Content Library and a coaching task.
• Identify and note a specific section of the call for coaching.

• Add external links and documents in the following file formats to the Content Library: CSV, DOC, PDF, and PPT.
  

• Assign the items from the Content Library to one or more agents for review.

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New Ticketing System New Ticketing System

Ticketing System

You can use the Ticketing system, which appears in the Configure section, to provide users access to accounts, notes, contacts, and tickets, along with the tools to manage the tickets.

• Tickets: To view, create, and bulk update tickets; add notes and attachments to tickets that are used by the agents; and associate tickets with any account or contact.
  
  
• Tickets Dashboard: To view the following details:
  • Count of tickets.
  • Count of open tickets.
  • Count of completed tickets.
  • Count of replies.
  • Count of customers helped.
  • Count of contacts helped.
  • Count of tickets completed within the SLA limit.
  • Count of tickets that exceeded the SLA limit.
  • Count of tickets approaching the SLA limit (within 20%).
  • Average duration of first response.
  • Average count of tickets.
  • Average count of replies.
  • Volume of tickets (that is, total and completed).
  • Peak-hour and peak-day charts.
  • Top agents and agent teams.
  • List of tickets.

You can filter the dashboard by segment, priority, label, type, and date range.

• Tickets Config: To configure:
  • The defaults for ticket priorities, statuses, labels, and types.
  • The screen display.

You can select the fields to be displayed on the highlight screen and the information data to be displayed for an agent or other users for each defined ticket type.

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NVRR NVRR

Voicemail Recording Report

You can use the Voicemail Recording Report, which appears in the ACD Reports subsection in the Review section, to download or play back group voicemails based on configurable optional user powers.

The report provides the following features for Managers, Auditors, Client Auditors, Report Admins, Superusers, and System Administrators:

• Access to the Voicemail Recording Report.
• Ability to download voicemail recording.
• Permission to stream (that is, play back) voicemail recording.

The report supports multiple searches based on the following search parameters:

• Dates: The date range . Start and end time frame is with a maximum duration of 90 days.
  

  Info
  This parameter is available only in voicemail 2.0.

  
  

• Call Center
• Service
• Phone Dialed
• Account
• Sort By: Sort  To sort the generated list by Voicemail Start Timevoicemail start time, mailbox, account, or phone.
• Transfer Connect Duration: Search for calls within a  The specific call length range.
• Service Type

When you select click the Generate Report button, the report containing the following information data is generated:

• Mailbox
• Account
• Phone: The phone number used to contact the account, or the caller ID of the inbound call.
• Date
• Start Time: The time that the call was connected to the agent, represented in hours, minutes, and seconds.
• Duration: The total time duration of the recorded conversation, represented in seconds.
• Status: The current status of the recording. The value 1 indicates that the voicemail is played; the value 0 indicates that the voicemail is not played.
• Audio Play: The internal sound audio player to listen to the recording through the browser, without downloading the audio file.
• Audio Download: The link to download the audio file.Export to PDF Excel CSV

In addition, you can download the report to a CSV, Microsoft Excel, or PDF file.

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Outbound Campaign Dashboards Outbound Campaign Dashboards

Outbound Campaign Dashboards

The  new You can use the Email and SMS campaign dashboards provide an overview of the 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. 

The following panels are available when you select the Email option: 

• Delivered Rate - Emails delivered to the customer
• Unsubscribe Rate - Emails from which customer unsubscribed
• Open Rate - Emails opened by the customer
• Click Rate - Emails where the customer clicked on a link
• Suppressed Rate - Emails suppressed due to DNC/Suppression list
• Bounced Rate - Emails that were not delivered to the customer
• Performance panel
  • Total Emails launched
  • Total Emails remaining

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The following panels are available when you select the SMS option: 

dashboards, which appear in the Call Centers and Service Groups subsections (at all levels) in the Monitor section, to view an overview of the current state of the unattended email and SMS campaigns.

The Email dashboard contains the following data: 

• Delivered Rate: The rate of emails delivered to the customer.
• Unsubscribe Rate: The rate of emails from which customer the unsubscribed.
• Open Rate: The rate of emails opened by the customer.
• Click Rate: The rate of emails in which the customer clicked a link.
• Suppressed Rate: The rate of emails suppressed due to the Do Not Call (DNC)/suppression list.
• Bounced Rate: The rate of emails not delivered to the customer.
• Performance: A chart representing the aforementioned rates, along with the count of emails launched and the count of emails remaining.

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The SMS dashboard contains the following data: 

• Delivered: The count of SMSes delivered to the customer.
• Suppressed: The count of SMSes suppressed due to the DNC/suppression list.
• Failed: The count of emails suppressed due to the DNC/suppression list.
• Performance: A chart representing the aforementioned data, along with the count of SMSes launched and the count of SMSes remaining.
• Delivered - SMS delivered to the customer
• Suppressed - SMS suppressed due to DNC/Suppression list
• Failed - Emails suppressed due to DNC/Suppression list
• Performance panel
• Total SMS launched
Total SMS remaining

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SSRJ SSRJ

Standard Screen Recording Jobs

The Screen Recording option enables the bulk configuration of the You can use the Screen Recording link, which appears in the Jobs section of the Client editor, to configure the bulk screen recording job. This The job delivers screen recordings, along with an index file, to the Screen Recording Out SFTP Server as a compressed file every day at the scheduled time, based on your time zone preference. The screen recording jobs generate records for the previous day.

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When you click Bulk screen recording job configuration is available from the Screen Recording link under Jobs tab of Client editor. Screen recording jobs generate records for the previous day.

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General Tab

* required fields

, the Configure Screen Recording Job window appears, containing the General and Job History tabs.

The General section contains the following fields:

• Description: Contains Description - Displays the description of the bulk screen recording job.
• Enabled- Allows you to enable : To enable the screen recording standard job. If you want to pause/terminate standard job, deselect, select the check box. To pause or terminate the job, clear the check box.
• Index File Format* - Custom : The custom file format, available from the drop-down listwhich is created using the Report Writer, to be included in the screen recording zip file. This custom file format is created by using the Report Writer.

• Output Index File Name

  * - Name

  : The name of the generated index file, along with the extension

  . For

  (for example, livevox.txt

  . Text file is preferred

  .). This should be a text file.

• Output Screen Recording File Name* - Name : The name of the generated screen recording file, along with the extension containing the batch of screen recordings . For (for example, livevox.zip). Must This must be a zip file.

• Compress Zip

  - Allows you to enable/disable compression of recordings.

  : To enable the compression of the recording, select the check box. Otherwise, clear the check box.

  Info
  The generated zip file is smaller in size

  since

  because compression

  takes place

  occurs at the recording level.

  
  

• Split By Call Center

  - Allows you to 

  : To split the standard screen recording jobs by call center

  . The

  , select the check box.

  Info
  The zip files are stored in the specific

  Call Center

  call center zip file.

  
  

• Call Center -  Allows to choose the : The call center (s) when using the Split By Call Center option for Standard Screen Recording standard screen recording jobs.
• Password enabled - Allows you to Enabled: To enable password protection for the zip file, select the check box. 
• Password - Allows you to specify the : Your password.
• Decrypt Screen Recordings- Allows you to enable/disable : To enable decryption of recordings, select the check box. When the recordings are encrypted using the LiveVox PGP key, this option allows the recordings to be decrypted before the zip process. It is recommended that this option remains selected unless If you want an encrypted file, clear the check box.
• Minimum Screen Recording Duration- Allows you to define : The minimum screen recording duration to be included in daily batches. For example, the number value 10 processes all recordings with a duration greater than 10 seconds.
• Maximum Screen Recording Duration- Allows you to define : The maximum screen recording duration to be included in daily batches. For example, the number value 100 processes all recordings with a duration less than 100 seconds.
• Notification Status as Email to- Email address : The email address to which you want to send job status notifications. For example,  abc@livevox.com.

• Run everyday at* - Allows you to define the time to run daily batches: The time when you want the daily batches to run. For example, the value 01:00 schedules the job to run at 1:00 AM A.M. (local time).

• Execute 4 time per day - Allows to run : To run the job 4 four times a day. The job runs at 6 , with six-hour intervals if the Execute 4 times per day  option is enabled, select the check box.

Job History Tab

Tracks The Job History section tracks the standard screen recording job and its status (that is, success or failure).

Jobs Editor Enhancements

Users can In addition, you can now view the screen recording steps from the Jobs editor.

Also, CDR Download step includes new The Edit Job Step window now contains a read-only drop-down list box labeled Screen Recorded (screen_recorded) view-only drop-down menu. The available options are: , containing the following options:

• Don't care

• : This is the default value.
• True
• False

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Work Queue Work Queue

Work Queue

Manager users can assign tasks to Agents. These tasks are delivered to the Agent Work Queue for agent reviewAs an agent, you can use the QM Work Queue to review the tasks that are assigned to you by your manager.

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

• Agent offers shift swap - agents can offer shift swap request to other agent. The agent receiving the swap request can accept or reject the request. If the swap request is accepted by the other agent and user (manager) approval is required, a notification task is sent to the user for approval. Any action (accepting or rejecting the request) taken by the user results in a notification task back to both agents.

Work Queue Performance Report

The Work Queue Performance report allows users to view the details of all Work Queue tasks and filter by specific criteria to see the current status of a task. Users can generate Agent, Arbitrator and Manager task performance report. Navigate to WFO > Quality Assurance Reporting > Work Queue Performance Report from the navigation panel, to access the Work Queue Performance Report.

Agent tab of QM Work Queue Performance Report provides Agent's performance details in processing Workflow Tasks. The search panel on the left hand side of the Agent tab allows users to select the search criteria and filter the results based on Agent and/or Task Date Range. The report displays the following details:

• Task ID
• Agent ID
• Task
• Task Status
• Task Assignment Date
• Task Completion Date
• Number of Days Required to Complete Task

Arbitrator tab provides details of the Arbitrator's performance in the Workflow Tasks assigned. The search panel on the left hand side of the Arbitrator tab allows users to select the search criteria and filter the results based on Arbitrator and/or Task Date Range. The report displays the following details:

• Task ID
• Arbitrator ID (System ID)
• Agent ID
• Task
• Task Status
• Task Assignment Date
• Task Completion Date
• Number of Days Required to Complete Task

Manager tab provide details of manager's performance in the Workflow Tasks the scoring of the calls. The search panel on the left hand side of the Manager tab allows users to select the search criteria and filter the results based on Agents, Arbitrator, Call Date Range, Call Center, Service and/or Task Status. The report displays the following details:

• Task ID

• Agent ID

• Assessor

• Arbitrator

• Task

• Status

• Assignee

• Assignment Date

• Due Date

• Evaluation Completion Date

• Score

• Adjusted Score

• Service

• Account

• Phone

• Campaign

• Disposition Code

Enhancements in LiveVox User Portal U11

This section describes the enhancements to existing features in the LiveVox U11 release.

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Agent Scheduling Enhancements Agent Scheduling Enhancements

Agent Scheduling Enhancements

Agent Scheduling enhancements provide greater shift management flexibility with the ability to:

• Assign agents to multiple shifts per day.
• Copy the shift assignment for a specific day or a range of days to another range of days.
• Change the hours for the shift and breaks per shift.
• Schedule multiple breaks per shift.
• View history in the Change History tab of Agent Scheduling editor that provides the details of the changes made to Shift Assignment, Shift Creation, etc.
• Allow the manager to accept or decline shift swap requests initiated by the agent.

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Assessor - Export Evaluations Assessor - Export Evaluations

Assessor - Export Evaluations

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.

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Assessor - Multimedia Playback Options Assessor - Multimedia Playback Options

Assessor - Multimedia Playback Options

The enhancements to the Audio and Video playback in Assessor provides the ability to:

• Increase the speed of playback for the Audio and Video playback in Assessor.
• Forward or rewind multimedia by 15 seconds.

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Billing Tab - Enabling Additional Features Billing Tab - Enabling Additional Features

Billing Tab - Enabling Additional Features

The Billing tab under Client editor now shows additional features that a portal has enabled​:

General Tab Category​

• Encrypted Fields – enables a set of five encrypted fields for Contact Manager and Ticketing​.
• Enhanced Call Recordings – stores call recordings into a public cloud​.

WFO​

• Work Queue – enables Work Queue options on the voice portal. Users can v iew and access e-learning, agent scheduling, arbitration tasks assigned to them through Work Queue. ​

Agents​

• E-Learning – enables E-Learning options (Content Library, Assignment) that allows users to create content and assign it to Agents​.

Contact Management​

• Accounts – enables Accounts Manager for Ticketing and Contact association​.

Ticketing​

• Ticketing – enables Ticketing platform for Users​.

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Bot Engine - Support for V2 of Dialogflow APIs Bot Engine - Support for V2 of Dialogflow APIs

Bot Engine - Support for V2 of Dialogflow APIs

The existing BOT integration with Dialogflow is further enhanced 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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CLSRE CLSRE

Campaign Line Summary Report Enhancement

The new Campaign Pattern option filters the Campaign Line Summary Report. It allows user to search by a portion of the campaign name. This is useful for running reports for a segmented campaign with a similar filename. 

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CAST CAST

Cookie and Session Timeout

If a cookie or session expires for a monitoring page, the application redirects the users to the login page.

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Contact Manager Enhancements Contact Manager Enhancements

Contact Manager Enhancements

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

• Ability to define the Data Type for custom field as a List in Fields editor. List Data Type, allows a user to define values available for each custom field. Once the values are defined, only the configured pick-list selection is visible to agents and users.

• Ability to view the list field as a drop-down pick list in Contact Manager as defined in Fields editor. Once a List Data Type is configured, users can import or select only the defined values. If a user attempts to import with a value that is not part of the list, then the column is ignored​
• Ability to use segmentation and basic or advanced search to display drop-down fields as defined in Fields editor.
• Users can define if an agent can edit the pick-list or not.
• Agents have the ability to view the pick-list, once its defined in Contact Manager​.

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Contact Manager - Increase in Import Jobs Contact Manager - Increase in Import Jobs

Contact Manager - Increase in Import Jobs

The Import/Export Jobs tab now allows you to create up to six Contact manager import jobs.

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Contact Segmentation Sorting Contact Segmentation Sorting

Contact Segmentation Sorting

You can now 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.

  Panel
  title Segmentation sorting
  Users can select to sort segmentation by contact fields from the segmentation screen when selecting a segmentation. Select a contact field from the Sort by dropdown menu.  Check the Asc. box to sort by ascending order.   Uncheck to sort by descending order.

  
  

  Panel
  title Segment sorting
  Users can select to sort a segment by contact fields from the segment screen when selecting a segment. Select a contact field from the Sort by drop-down menu.  Check the Asc. box to sort by ascending order.   Uncheck to sort by descending order.

  
  

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Encrypted Fields in Contact Manager and Fields Editor Encrypted Fields in Contact Manager and Fields Editor

Encrypted Fields in Contact Manager and Fields Editor

This feature provides the following enhancements:

• Allows users to define encrypted fields for sensitive data
• Allows 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.  

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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EADS EADS

Enhanced Agent Details Screen

The Agent Details page has been redesigned to improve the user experience.

You can now add a 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

Now 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. 

By default, voice channel is enabled. Disabled channels are displayed with grey icons. Users can enable SMS, Email, and Chat channels by clicking on the respective icons. The below screen shows channels section with all channels enabled for an agent.

Skill Tab

Previously, Agent Skill Mapping tab was as below.

Now the 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 below.

Now the 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 as below.

Now the Change History tab is as below.

Schedule Callback Tab

Previously, the Schedule Callback tab was as below.

Now the  Schedule Callback tab is as below.

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EUDS EUDS

Enhanced User Details Screen

The User Details page has been redesigned to improve the user experience. 

You can now add a 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

Now 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

The General tab has been renamed as Info.

Optional Powers Tab

The Manager will now have the below additional Optional Powers.

• 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 as below.

Now the Audit History tab is as below.

Change History Tab

Previously, the Change History tab was as below.

Now the Change History tab is as below.

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ERS ERS

Enhanced Recording Storage

In the earlier versions of LiveVox, the Call Records were stored on disk. From now on, clients can opt to store call recording objects into a public cloud (AWS S3).

To verify the enabled Enhanced Call Recording Storage option for the portal, navigate to Configure > Client / Service > Client > Billing > General.

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JEDNDP JEDNDP

Jobs Tab Does Not Display Passwords

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.

Now the users cannot view the password for the jobs from Jobs tab.

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NFIAC NFIAC

New Fields in ADN Commands

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:

1. Navigate to Configure > Agents > Agent Desktop > Extended Panel.
2. Select the widget which has Request Parameters.
3. Click the Expression Builder link.
4. Expression Builder pop-up appears.
5. 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, a new Source field appears with the following options: Default, Contact, and Call Flow. Also, a new column Source has been added 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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NFICP NFICP

New Field in CDR Plugins

The CDR Plugins format now includes a new field, LCID Package ID which returns the LCID package ID for the call.

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NFFIER NFFIER

New Field for Inbound Email Routing

The  IB Email Domain under Settings tab of Services editor allows users to specify a unique inbound email domain for inbound email routing. You can route this domain to only one service. 

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New Entities in Fields Editor New Entities in Fields Editor

New Entities in Fields Editor

Users can now 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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Simplified Process for Creating Scripts Simplified Process for Creating Scripts

Simplified Process for Creating Scripts

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.

Previously,

From now on,

• 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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Single Sign On for PDAS Single Sign On for PDAS

Single Sign-On for PDAS

The separate login for PDAS is no longer required.

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SCRJE SCRJE

Standard Call Recording Job Enhancements

The new Call Center option enables you 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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Term Code Visibility Term Code Visibility

Term Code Visibility

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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FTPFI FTPFI

Ticketing/Account FTP File Import

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

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UIEIALR UIEIALR

User Interface Enhancements in Account Lookup Report

The Account Lookup Report UI is redesigned to improve the user experience.

Previously, the Advanced Calendar link (link next to To calendar icon)  and calendar buttons for From and To options of Date range. Now, the advanced link and calendar buttons of From and To options are consolidated into one calendar icon.
Previously, the Account Lookup Report was as below.

Now the Account Lookup Report is as 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 m ultiple sequential or non-sequential dates. 

From now on, 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,

Now, 

Multiple Service Selection

Previously,

Now, 

Multiple Service Type Selection

Previously,

Now, 

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UIEIAE UIEIAE

User Interface (UI)  Enhancements in Agents Editor

The Agents editor UI is redesigned to improve the user experience.

For General tab enhancements, refer Enhanced Agent Details Screen section.

Agent Mapping Tab

Previously, The Agent Mapping tab was displayed as:

Now 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:

Now 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:

From now on, 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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User Interface Enhancements in Agent Phonebook Editor

The Agents Phonebook editor UI is redesigned to improve the user experience.
Previously, the General tab was displayed as:

Now the 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:

Now the Entities tab is as below.

Importing Agent Phonebook

Previously, the Import Agent Phonebook Contacts screen was as below:

Now users can click in the Select a File to Upload box to navigate to revised/new agent list. 

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UIEICDR UIEICDR

User Interface Enhancements in Call Detail Reports (CDR)

The Call Detail Report UI is redesigned to improve the user experience.

Previously, the Advanced Calendar link (link next to To calendar icon) and calendar buttons of From and To options of Date range. Now, the advanced link and calendar buttons of From and To options are consolidated into one calendar icon.
Previously, the Call Detail Report was as below.

Now the Call Detail Report is as 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.

T he MultiSelect tab allows you to select m ultiple sequential or non-sequential dates. 

From now on, 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,

Now, 

Multiple Service Selection

Previously,

Now,

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User Interface Enhancements in Contact Timings Editor

Previously, the General tab was as below.

Now 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.

Now the application displays the confirmation pop-up with the warning sign.

Previously, the Change History tab was displayed as below:

Now, Add, Copy, Delete, Save, and Cancel buttons are not visible from the Change History tab.

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User Interface Enhancements in Phrases Editor

Previously, the Generate TTS File pop-up was as below.

Now 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.

Now the Upload Audio File pop-up is as below.

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U-CRM Redesign U-CRM Redesign

U-CRM Redesign

The following enhancements are made to the U-CRM editor:

• The Desktop toolbar provides a list of all the available components and containers. It also provides a description of the page and component that is currently viewed.
• Drag the Components into the WYSYWIG editor (U-CRM editor) or double click on a page to automatically add the components to the screen.
• Desktop level Change History tab tracks all the changes​.

• Layered toolbars provide a user with the logical flow to navigate, create and maintain Agent Desktops​.
• Desktops tab supports search and bulk delete/update of desktops as well as a paginated view​.

New Desktop Components​

The following new components are added​ to the U-CRM Desktop Components:

• Account Dashboard - displays an Account dashboard to quickly preview Accounts with Tickets Created, Completed Tickets, Accounts Created as well as a graphical display​.
• Agent Statistics - displays a pie chart of Agent states for the day​.
• Enhanced Ticketing Dashboard - displays an overview of various statistics pertaining to the Ticketing application which includes Number of Tickets Open, New Tickets Created, Tickets addressed within SLA’s and volume and peak hour charts​.

Desktop Component Enhancements​

• Home Bar Search Field can now be configured to search against the Accounts, Tickets, Notes, Contacts or All. Prior to this enhancement, the Search bar on the Home Component allowed to search against Contacts.

• Work Queue Component can now be configured to only show certain tasks​.

• Record modifications for Contact, Accounts and Tickets are now able to trigger events such as calling an API​.

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Voicemail2.0 Voicemail2.0

Voicemail 2.0

With the release of Voicemail 2.0, when callers leave messages, agents can view and play the messages directly from their desktop. Users can check group voicemails through the Voicemail report available on the LiveVox portal. The following features are included:

• Ability to download voicemails in MP3 format
• Increased storage capacity of 500 MB
• Group voicemail PIN is no longer required. The PIN field under the Configure > Services > Phone numbers tab is no longer supported for group voicemail.
  
• Greeting messages are now configurable only at the call flow messages/prompts. Greetings can be configured at the module level, using the Prehold Prompt Phrase message property.
• Visual Voicemail

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View Message Threads for Email, SMS, and Chat

The Contact History tab of Contact manager is renamed to Interactions tab.

Previously,

Now,

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.

The voice interaction icon is changed to from  .

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WFO Config Changes WFO Config Changes

WFO Config Changes

All configurations for WFO are performed under the WFO Config. ​Navigate to WFO > WFO >WFO Config to access the WFO Config.

Users can assigning Assessors and Arbitrators, configure Work Queue Settings, creating Audio Note Categories and e-Learning Categories by selecting the respective tabs.

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Support for Fixed Fields Format for Contact Manager Input Filters Support for Fixed Fields Format for Contact Manager Input Filters

Support for Fixed Fields Format for Contact Manager Input Filters

Users are now able to create a Contact Manager Input Filter with a Fixed Field Format​. When the Input Filter format is defined as Fixed Fields, Total Length column becomes visible that allows a user to define the length of each column​.

In addition to the Fixed Fields format, users are able to import data into encrypted fields so long as Jobs is permitted to write into the Encrypted Field​. Users are also able to store against List data types and select a default value based on a pre-defined list value​. All other functions such as Substitute value and Transformations still apply​.