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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 <release number> release.

New Features in LiveVox U13 User Portal

This section describes the new features in the LiveVox <release number> release.

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Blocking Inbound Caller IDs

You can now block inbound caller IDs for a specified duration. In addition, you can add, remove, import, export, and search for inbound caller IDs. To facilitate this new feature, the Block Caller ID option is added to the Voice section of the LiveVox Portal.

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Teckst Platform

You can now configure the Teckst widget to enable agents to send SMS messages to customers. You can configure this widget using the Designer window for the following pages of the Agent Desktop:

• Contact Actions
• Contact Detail
• Contact Directory
• Contact Highlight
• Contact List
• Tickets List
• Work Queue

Enhancements in LiveVox U13 User Portal

This section describes the enhancements to existing features in the LiveVox <release number> release.

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Customizing Columns in the Call and Screen Recording Reports

You can now customize the columns that appear on the Call Recording Report and Screen Recording Report windows. To facilitate this enhancement,is added to the Results section of the two windows and the following enhancements are made to the columns in the Results section:

• The Original Account Number column is removed.
• The Transfer Connect and Transfer End columns are renamed Start and End, respectively.
• The Transfer Connect Duration column is renamed Recording Duration.
• The Outcome column is renamed Result.
• The Audio Play, Download, Multimedia, and Video Download columns are replaced by the Multimedia column, which contains the following icons, as applicable:
  • : To play the audio
  • : To download the call recording
  • : To download the screen recording
  • : To view the multimedia    

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Displaying Accounts, Contacts, or Tickets in the Accounts or Contacts Tables

You can now enable the Contacts List and Tickets List tabs in the Accounts List table and enable the Accounts List and Tickets List tabs in the Contacts List table of the Agent Desktop. To facilitate this enhancement, the following checkboxes are added to the Properties tab of the Designer window:

• Allow Accounts
• Allow Contacts
• Allow Tickets

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Monitoring Email Queues

You can now monitor the email queues of agents in real time, including the status of the email threads. In addition, you can move an email thread to the group inbox, and you can assign/reassign an email thread that is in the agent or group inbox.

To facilitate these enhancements, on the Email tab of call centers, the Inbound subtab is added. This subtab contains the following data for the current day:

• Available Agents: Count of agents who are ready to respond to emails
• Email Threads In Group Inbox: Count of email threads in the group inbox
• Email Threads in Agent Inbox: Count of email threads in the inbox of the agents who are logged off
• Unresolved Email Threads: Count of unresolved email threads, which includes threads in both the agent inbox and the group inbox
• Resolved Email Threads: Count of resolved email threads
• Total Email Threads: Count of all email threads, which includes both unresolved and resolved email threads

In addition, the Inbound subtab contains the Email Inbox Monitor table with all email threads. The table contains the following columns:

• Profile: Contains an icon to view the information about the customer who is a participant in the thread
• Thread: Contains an icon to view the entire email conversation that constitutes the thread
• From: Contains the email address of the customer
• Inbox: Contains the email address to which the customer sends an email
• Subject: Contains the subject of the email
• Thread Status: Contains the current status of the thread, which is one of the following values:
  • In Queue: Indicates that the thread is in the group inbox
  • With Agent: Indicates that the thread is in the agent inbox, regardless of the status of the agent (that is, logged on or logged off)
• Agent: Contains the name of the agent if the value in the corresponding Thread Status column is With Agent
• Thread State: Contains the current state of the last message on the thread, which is one of the following values:
  • Unread: Indicates that an agent has not read the message or has marked the message as unread
  • Read: Indicates that an agent has read the message
  • Replied: Indicates that the last message was sent by an agent
• Last Interaction Date: Contains the time stamp of the last interaction on the thread
• Initial Interaction Date: Contains the time stamp of the first interaction on the thread

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Monitoring SMS Queues

You can now monitor the SMS queues of agents in real time, including the status of the SMS threads. In addition, you can move an SMS thread to the group inbox, and you can assign/reassign an SMS thread that is in the agent or group inbox.

To facilitate these enhancements, on the SMS tab of call centers, the Inbound subtab is added. This subtab contains the following data for the current day:

• Available Agents: Count of agents who are ready to respond to SMS messages
• SMS Threads In Queue: Count of SMS threads in the group inbox
• SMS Threads With Agent: Count of SMS threads in the inbox of the agents who are logged off
• Unresolved SMS Threads: Count of unresolved SMS threads, which includes threads in both the agent inbox and the group inbox
• Resolved SMS Threads: Count of resolved SMS threads
• Total SMS Threads: Count of all SMS threads, which includes both unresolved and resolved SMS threads

In addition, the Inbound subtab contains the SMS Inbox Monitor table with all SMS threads. The table contains the following columns:

• Profile: Contains a link to view the information about the customer who is a participant in the thread
• Thread: Contains a link to view the entire SMS conversation that constitutes the thread
• From: Contains the phone number of the customer
• Inbox: Contains the short-code or long-code SMS number associated with the thread
• Thread Status: Contains the current status of the thread, which is one of the following values:
  • In Queue: Indicates that the thread is in the group inbox
  • With Agent: Indicates that the thread is in the agent inbox, regardless of the status of the agent (that is, logged on or logged off)
• Agent: Contains the name of the agent if the value in the corresponding Thread Status column is With Agent
• Thread State: Contains the current state of the last message on the thread, which is one of the following values:
  • Unread: Indicates that an agent has not read the message or has marked the message as unread
  • Read: Indicates that an agent has read the message
  • Replied: Indicates that the last message was sent by an agent
• Last Interaction Date: Contains the time stamp of the last interaction on the thread
• Initial Interaction Date: Contains the time stamp of the first interaction on the thread

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Printing the Call and Screen Recording Reports

You can now print the Call Recording Report and the Screen Recording Report. To facilitate this enhancement, the Print button is added to the Call Recording Report and Screen Recording Report windows.

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Recording Calls

You can now record calls between agents during a warm transfer. To facilitate this enhancement, the Record Owning Agent on Primary Channel checkbox is added to the Settings tab of the Client window.

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Repurposing the AgentReg (Auto) Service Type

To improve the usability of the unified customer relationship management (U-CRM), the AgentReg (Auto) service type is replaced with a centralized service type that supports the following functions:

• Sending email campaigns, SMS campaigns, and voice campaigns
• Sending transactional emails and SMS messages
• Accepting inbound calls, inbound emails, inbound SMS messages, and inbound chat messages
• Manually initiating calls, emails, and SMS messages

To facilitate this enhancement, on the General tab of the Services window, in the Service Type drop-down list box, the value AgentReg (Auto) is renamed Basic (Auto).

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Retaining Messages in Personal Inbox

For a given service, you can now configure the duration for which you want to retain the unresolved email and SMS messages in the personal inbox of agents before the messages are moved to the group inbox. To facilitate this enhancement, the Retention Settings section is added to the Settings tab of the Services window. This section contains the following fields:

• Days to Move Inactive Messages Back to Group Inbox: This field contains the value 1 by default. You can, however, change the value. The maximum value that you can select in this field is 14.
• Include Weekends: This checkbox is cleared by default. If you want to include weekends in the duration of retention, select the checkbox.

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Searching for a Voice Interaction Based on the Silence Duration

If the Transcribe All Calls feature is enabled, you can now search for a voice interaction based on the duration of silence. To facilitate this enhancement, the Silence duration greater than option is added to the search window of the Assessor window.

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Specifying Time Period in Inbound Efficiency Report

You can now specify the start time and end time when generating the Inbound Efficiency Report. To facilitate this enhancement, the Hour Of Day Range field, which contains the From and To subfields, is added to the Inbound Efficient Report window.