This document provides an overview of the new features and enhancements to existing features of the LiveVox User Portal in the LiveVox U13 release. New Features in LiveVox U13 User Portal This section describes the new features in the LiveVox User Portal Early Adoption release. Analytics TabYou can now view the visual representation of predefined analytics reports in the Analytics tab and make better decisions based on the insights. Blocking Inbound Caller IDsThe Block Caller ID editor (under the Voice section of LiveVox Portal) allows you to block inbound caller IDs for a specified duration. You can add, remove, import, export, and search for inbound caller IDs through. Configuring Designer Teckst WidgetNow, you can configure the Teckst widget which enables agents to send SMS from the Designer Desktop. You need to enable the Allow Teckst option and specify the Teckst Client ID under the Properties tab of the desktop page. The system allows you to configure the Teckst widget for the following desktop pages: - Contact List
- Contact Highlight
- Contact Directory
- Contact Details
- Contact Actions
- Tickets List
- Work Queue
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| - Contact the LiveVox Customer Care Team for the Teckst Client ID.
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Digital Mode for Agent DesktopThe new Desktop Mode drop-down menu (Agent Desktop editor) allows you to choose either the Voice Agent or Digital Agent mode. | Mode | Agent Desktop Options |
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| Voice Agent | - Agents Panel Only
- Agent Panel + Extended Panel
- Agent Panel + Designer
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- Agent Panel + Designer
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Enhancements in LiveVox U13 User Portal This section describes the enhancements to existing features in the LiveVox User Portal Early Adoption release. Account Dashboard ViewsYou can now create account dashboard views for yourself, agents, or agent teams to easily find and monitor accounts without the need for a manual search. ACD Settings TabThe ACD Settings tab of the Services window is now renamed Agent Desktop and displayed as a section on the Settings tab. Adding an Agent Hourly Cost and Available Work HoursYou can now add an hourly cost for an agent, and the number of hours an agent is available. Agent Schedule on Work QueueManagers can now see agent schedules (overlapping) when processing schedule queue tasks. AssessorThe Assessor feature has the following enhancements: - Call transcription for Agent and Caller is displayed separately.
- The following speech analytics attributes are displayed for all voice calls:
- Agent Talk Time
- Customer Talk Time
- Silence Duration
- Max Silence Duration
- Max Silence Duration Start Time
- Talkover
- Search allows you to filter recordings.
Basic (Auto) Service To improve the usability of the unified customer relationship management (U-CRM), the AgentReg (Auto) service is replaced with a blended multi-channel service named Basic (Auto). The Basic (Auto) service supports inbound and outbound interactions, and it contains the following features: - Manual voice
- Inbound voice
- Attended automated voice campaigns
- Automated email and SMS campaigns
- Inbound email and SMS campaigns
- Bi-directional email, SMS, and chat communication
- Click-to-dial, email, or SMS
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The Basic (Auto) service does not support the following features: - Previewing campaigns
- HCI or 10DMT campaigns
- Unattended or blast voice campaigns
- Whisper
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Billing Duration ReportThe Billing Duration report has the following label changes: - Report name to Estimated Billing Duration Report.
- Rounded Duration (Mins) field to Estimated Duration (Mins).
- Charge field to Estimated Charge.
- Rounded IVR Duration (Mins) field to Estimated IVR Duration (Mins).
There is also a note added to indicate that the report displays only the estimated values. The invoice that LiveVox sends at the end of each billing cycle contains the exact values. Customizing Columns in the Call and Screen Recording ReportsYou can now customize the columns that appear in the Call Recording Report and the Screen Recording Report. | Info |
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If the Speech Analytics feature is enabled, you can now generate the Call Recording Report for the following attributes for voice calls: - Agent talk time
- Customer talk time
- Talk duration
- Silence duration
- Maximum silence duration
- Maximum silence start time
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Displaying Accounts, Contacts, or Tickets in the Accounts or Contacts TablesYou 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. Editing ContentYou can now edit content in the attachment of the E-Learning Content Library. This enhancement eliminates the effort of deleting and recreating the content. Input Filter EnhancementsThe Input Filter feature contains the following enhancements: - Allows up to a maximum of 30 substitution entries.
- Allows you to select today’s date or any other date for Date datatype substitution entries.
- Supports full name transformations.
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Knowledge BaseThe Knowledge Base feature contains the following enhancements: - Supports configuration to show or hide article highlights.
- Provides options to choose whether to display articles in the Knowledge Base Portal or a new tab.
- Allows the addition of tags.
- Supports configuration of Categories and Section values available for searching in a Knowledge Base portal.
- Displays the related error message if the web crawler or the loading of the article fails.
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Monitoring Email and SMS QueuesYou can now monitor the email and SMS queues of agents in real time, including the statuses of the email and SMS threads. Notifying Agents of Work Schedule ChangesAgent Scheduler generates QM Work Queue Notification task for Agents if Non-active time or Published shifts are updated by manager. Notifying the Deleted Time-Off RequestsYou can now receive notifications when agents delete time-off requests. If there is a pending approval work queue item, the status of the work queue item changes to Cancelled with Agent Cancelled added as the reason. Phone Dial Attempt Supervisor (PDAS)The PDAS feature has the following enhancements: - Determines the trusted partners based on the LVP-Client Trusted Partner configuration, and hence the Trusted Partner tab is now removed.
- Highlights the violated rules and the reason for the violation.
- Provides the Export option to allow clients to export their DND list.
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Printing the Call and Screen Recording Reports
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Recording CallsYou can now record calls between agents during a warm transfer. Renaming of Account Lookup Report The Account Lookup report is now renamed as the Contact Lookup report. | Anchor |
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| servicetype | servicetype | Repurposing the AgentReg (Auto) Service TypeTo 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 campaignsSending transactional emails and SMS messagesAccepting inbound calls, inbound emails, inbound SMS messages, and inbound chat messagesManually initiating calls, emails, and SMS messages| Anchor |
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Retaining Messages in Personal InboxYou 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.
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Routing Inbound SMS MessagesYou can now use a separate short-code or long-code SMS number to route inbound SMS messages that are not triggered by any outbound SMS message to a service.
Saving Custom PreferencesCustom preferences such as rearranging and resizing of columns and search criteria in the Assessor screen are saved and displayed when you navigate to other functions in the LiveVox Portal and come back to Assessor, or when you logout from the portal and log back in.
Searching for a Voice Interaction Based on the Silence DurationYou can now search for a voice interaction based on the duration of silence.
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Specifying Time Period in Inbound Efficiency ReportYou can now specify the start time and end time when generating the Inbound Efficiency Report.
Support for SMS ActionYou can now enable SMS notifications to users on their mobile devices. Users can configure an SMS message and a phone number to send the SMS.
Supporting Inbound Volume Report in Job SchedulerNew view-only Inbound Phone Volume step is available under the Reporting Step of Job Scheduler. When generating this report through the Job Scheduler, two new parameters are available as below:
- Caller Id Pkg (lcid_pkg_id): Generate the report for selected Caller Id Package
- From Phone (phone): Generate report for the specified phone
Threading SMS MessagesIf the phone number and the short/long-code SMS number linked to an inbound SMS or a manual SMS campaign are the same as those for a previous interaction, the thread that was used for the previous interaction is now used for the new interaction. If a previous interaction does not exist, or if the SMS campaign is new, a new thread is created.
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- Inbound SMS messages are those that are sent by customers.
- Manual SMS messages are one of the following:
- Messages that are sent by agents in response to messages sent by customers
- Transactional SMS messages sent by agents
- Automated messages sent through call flows
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Ticket FormYou can now create more user-friendly forms as designing of a form has the following enhancements:
- Allows the formatting of static fields, the addition of blank rows, and static URLs.
- Supports conditional logic where based on the value entered for a ticket field, the form displays the related labels and fields for entry.
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Ticketing ListThe Ticketing List has the following updates:
- You can create ticket list and dashboard views for yourself, agents, or agent teams to easily find and monitor tickets without the need for a manual search.
- You can perform an Advanced Search based on all custom fields and multiple values for each search field. You can also search against a blank or null field.
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Tickets Reports DashboardThe Tickets Reports Dashboards has the following enhancements:
- You can create ticket dashboard views for yourself, agents, or agent teams to easily find and monitor tickets without the need for a manual search.
- You can view the total number of accounts assigned to each agent and agent team in the Agent and Agent Teams widgets.
Work QueueThe search feature in the QM Work Queue and QM Work Queue Performance Reports screen is now enhanced to match the standard search across the application.
