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 to enable you to make better decisions based on the insights. Blocking Inbound Caller IDsThe You can now block inbound callers for a specified duration by using the new Block Caller ID editor feature ( under in the Voice section of the LiveVox Portal) allows you to block inbound caller IDs for a specified duration. You can also add, remove, import, export, and search for inbound caller IDs through. Now, you can configure You can now use the Teckst widget which enables to enable agents to send SMS from SMSes through the Agent (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 ) Desktop for the following desktop pages: - Contact List
- Contact Highlight
- Contact Directory
- Contact Details
- Contact Actions
- Tickets List
- Work Queue
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| - You must enable the Allow Teckst option and specify the Teckst Client ID on the Properties subtab, which appears on the Desktops tab of the Designer window.
- To obtain the Teckst Client ID, contact Contact the LiveVox Customer Care Team for the Teckst Client ID.
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Selecting a Digital Mode for Agent DesktopThe You can now select the Voice Agent mode or the Digital Agent mode for an Agent Desktop by using the new Desktop Mode drop-down menu (Agent Desktop editor) allows you to choose either the Voice Agent or Digital Agent modelist box of the Agent Desktop window. | Mode | Agent Desktop Options |
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- Agent Panel + Extended Panel
- Agent Panel + Designer
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- 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 for which an agent is available. Agent Schedule on Work QueueManagers You can now see the agent schedules schedule (overlapping) when processing schedule the queue tasks. AssessorThe Assessor feature has settings now have the following enhancements: - Call transcription transcriptions for Agent and Caller is an agent and a caller are 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 The search option enables you to filter recordings.
Basic ServiceTo improve the U-CRM experience, the AgentReg (Auto) service has been is now renamed 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 and inbound voice
- Attended voice campaigns
- Email and SMS campaigns
- Two-way email, SMS, and chat communication
- Click-enabled voice, email, and SMS (with the purchase of U-CRM)
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Billing Duration Report
The Billing Duration report has contains the following label changesenhancements: - Report The report name to is now Estimated Billing Duration Report.
- The Rounded Duration (Mins) field to is now Estimated Duration (Mins).
- The Charge field to is now Estimated Charge.
- The Rounded IVR Duration (Mins) field to is now Estimated IVR Duration (Mins).
There is also In addition, a note is added to indicate that the report displays only the estimated values. | Info |
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The invoice that LiveVox sends at the end of each billing cycle contains the exact values. |
You 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
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The Input Filter feature now contains the following enhancements: - Allows up to a maximum of 30 substitution entries.
- Allows you to select today’s the current date or any other date for Date datatype substitution entries.
- Supports full name transformations.
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Knowledge Base
The Knowledge Base (KB) 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 on the KB portal or a new tab.
- Allows the addition of tags.
- Supports configuration of Categories categories and Section values available sections for searching in a Knowledge Base portal. the portal
- Displays the related error message if the web crawler or the loading of the an article fails.
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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. | Anchor |
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| NAOWSC | NAOWSC | 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 Notification About Deleted Time-Off Requests
You can are now receive notifications when agents delete notified when an agent deletes a time-off requestsrequest. If there is a pending approval work queue item exists, the status of the work queue item changes is changed to Cancelled with and Agent Cancelled added is added as the reason.
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Notifying Agents of Inbound SMSesTo improve the efficiency of agents, inbound SMSes are now delivered to their inbox only if the result of a call flow connector is Operator Transfer.
Notifying Agents of Work Schedule Changes
Agent Scheduler now generates QM Work Queue Notification tasks for agents if you have updated inactive time or published shifts.
Phone Dial Attempt Supervisor (PDAS)
The PDAS feature now 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 export option to allow clients enable you to export their your 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.
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Recording Calls
You can now record calls between agents during a warm transfer.
Renaming Account Lookup Report
The Account Lookup report is now renamed as the Contact Lookup report.
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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.
Saving Custom Preferences
Custom Your custom preferences, such as rearranging and resizing of columns and the search criteria in the Assessor screen window, are now saved and displayed when you navigate to other functions in the LiveVox Portal and come back then return to the Assessor, window or when you logout from log on to the portal and log back inagain.
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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Specifying Time Period in Inbound Efficiency Report
You can now specify the start time and end time when generating the Inbound Efficiency Report.
Support for SMS Action
You can now enable SMS notifications to for users on their mobile devices. Users can also configure an SMS message and a phone number to send the an SMS.
Supporting Inbound Volume Report in Job Scheduler
A new, view-only Inbound Phone Volume step is available under the Reporting Step of Job Scheduler.
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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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 customersTransactional SMS messages sent by agentsAutomated messages sent through call flows
TicketForm
TicketForm
Ticket FormTicketing
- You can now create more user-friendly
forms as designing of a form has the following enhancements- ticket forms due to the following enhancements introduced when designing a form:
- Allows the formatting of static fields, the addition of blank rows, and static URLs
.- Supports conditional logic where based on the value
entered - specified for a ticket field, the form displays
the - related labels and fields for entry.
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TicketingList | TicketingList | Ticketing ListThe Ticketing List has the following updates:- You can now create ticket list lists and dashboard views for yourself, agents, or agent teams to easily find and monitor tickets without the need for a manual search. You In addition, you can perform an Advanced Search advanced search based on all custom fields and multiple values for each search field. You can also perform a search against with a blank or null field.
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TicketReportsThe Ticket Report Dashboard has the following enhancements:
TicketReports | Ticket Report Dashboard- You can now create ticket dashboard views for yourself, agents, or agent teams to easily find and monitor tickets without the need for a manual search. You In addition, you can view the total number of accounts assigned to each agent and agent team in the Agent agent and Agent Teams agent team widgets.
Work Queue
The search feature in of the QM Work Queue and QM Work Queue Performance Reports screen windows is now enhanced to match the standard search used across the applicationLiveVox Portal.
