Page History

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InputFilter InputFilter

Input Filter Enhancements

The 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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KnowledgeBase KnowledgeBase

Knowledge Base

The 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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queuemonitoring queuemonitoring

Monitoring Email and SMS Queues

You can now monitor the email and SMS queues of agents in real time, including the statuses of the email and SMS threads.

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NAOWSC NAOWSC

Notifying Agents of Work Schedule Changes

Agent Scheduler generates QM Work Queue Notification task for Agents if Non-active time or Published shifts are updated by the manager.

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NTDTOR NTDTOR

Notifying the Deleted Time-Off Requests

You 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.

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PDAS PDAS

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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reportprinting reportprinting

Printing the Call and Screen Recording Reports

You can now print the Call Recording Report and the Screen Recording Report.

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callrecording callrecording

Recording Calls

You can now record calls between agents during a warm transfer. 

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RenameReport RenameReport

Renaming Account Lookup Report 

The Account Lookup report is now renamed as Contact Lookup report.

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messageretention messageretention

Retaining Messages in Personal Inbox

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.

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UserPref UserPref

Saving Custom Preferences

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.

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svibosd svibosd

Searching for a Voice Interaction Based on the Silence Duration

You can now search for a voice interaction based on the duration of silence.

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timeperiodinboundefficiencyreport timeperiodinboundefficiencyreport

Specifying Time Period in Inbound Efficiency Report

You can now specify the start time and end time when generating the Inbound Efficiency Report.

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SMSAction SMSAction

Support for SMS Action

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.

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SIVRIJS SIVRIJS

Supporting Inbound Volume Report in Job Scheduler

A new, view-only Inbound Phone Volume step is available under the Reporting Step of Job Scheduler.

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smsthread smsthread

Threading SMS Messages

If 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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TicketForm TicketForm

Ticket Form

You 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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TicketingList TicketingList

Ticketing List

The 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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TicketReports TicketReports

Ticket Report Dashboard

The Ticket Report Dashboard 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.

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WorkQueue WorkQueue

Work Queue

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.