This document provides an overview of 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.
| 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
| Digital Agent | - Agent Panel + Extended Panel
- Agent Panel + Designer
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Viewing Email and SMS Service ProvidersYou can now view the service providers for email and SMS channels. 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 TypeTo improve the U-CRM experience, the AgentReg (Auto) service has been renamed as Basic (Auto) and enhanced with blended multi-channel capabilities. The Basic (Auto) service is routed through an automated cloud and supports inbound and outbound interactions containing the following features: - Outbound 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-enabled voice, email, or SMS
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- The Basic (Auto) service does not support the following features:
- Preview All campaigns
- HCI or 10DMT campaigns
- Unattended voice campaigns
- Whisper voice campaigns
- If you are using the AgentReg (Auto) service, it will be changed to the Quick Connect (Auto) service during the U13 upgrade.
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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 Accounts and Contacts Lists for AgentsYou can now hide the Accounts, Contacts, or Tickets tabs in the Accounts List and Contacts List sections of the Agent Desktop. 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
| 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 the 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
You can now print the Call Recording Report and the Screen Recording Report. Anchor |
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| Recording CallsYou can now record calls between agents during a warm transfer. Renaming Account Lookup Report The Account Lookup report is now renamed as Contact Lookup report. 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. Anchor |
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| Custom 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.
You can now search for a voice interaction based on the duration of silence.
You can now specify the start time and end time when generating the Inbound Efficiency Report.
You 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.
You can now create more user-friendly forms as designing of a form has the following enhancements:
The 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.