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Chats In Queue: Count of incoming chat sessions that are waiting to be connected to an agent.

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This document provides an overview of new features and enhancements to existing features of the LiveVox User Portal in the LiveVox U14 release.

New Features 

This section describes the new features in the following product categories.

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Feature 1

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Feature 2

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Data Management

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List Data Type

You can now add up to 50 values to the LIST data type when configuring a field.

U14 CLIENT RN:

You can now add up to 50 values to the LIST data type when configuring a field through the Fields settings.

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To access the Fields settings, on the Configure tab, go to System > Fields.

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Support for Customized Export Format in Contact Manager

Previously, you can only configure Agents export fromat through Export Format editor. Now, you can also configure export format for contact export. This allows you to export contacts using this configured export format in a text file from Contact manager.

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Monitoring Chat Queues

You can now monitor chat queues of agents in real time, including the status of chat threads and any ongoing chats, for the current day.

U14 CLIENT RN:

Monitoring Chat Queues

You can now monitor chat queues of agents in real time, including the status of chat threads and any ongoing chats, for the current day. To facilitate this enhancement, the Chat tab is added to the monitor dashboard.

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You can access the Chat tab for all levels (enterprise, call center, and service) of the Monitor tab.

The Chat tab contains the following data for the current day:

Available Agents: Count of agents who are ready to respond to chat threads. That is, agents who are in the Ready state, for whom the chat channel is enabled, and who are logged on to a Service for which the chat channel is configured

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If the Chat Routing Token field of a Service contains a value, the chat channel is configured for the Service.

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This count includes any chat session that has hit the Contact Flow (IVR) and is waiting to be connected to an agent; the chat thread may include any bot interactions from the bot module or the Contact Flow.

  • Chats With Agent: Count of active (unresolved) chat threads in the agents' inboxes
  • Total Chats: Count of all chat sessions initiated by your customers
  • Average Chat Wait Time: The average time that the customers wait before their chat sessions are connected to an agent.

    • Average Resolution Time: The average time that the resolution of chat threads takes. 

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    • Resolution time is the difference between the time that a chat session initiated by a customer connects to an agent and the time that the agent ends the session by marking the thread resolved or by dispositioning it.
    • Even if a customer has left a chat session, the thread is considered unresolved until the agent ends the session.

    In addition, the tab contains the Chat Monitor table, which displays information about active chat threads. The table contains the following columns:

  • Profile: Contains an icon to view the contact information about the customer who initiated the chat session in the Contact Details window if their Contact record exists.
  • Thread: Contains an icon to view the entire thread in the Chat Detail window.

    • Queue: The token (department) to which the thread routes.

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    A department enables a chat thread to be linked to the appropriate Service.

    Thread Status: Contains the current status of the thread, which is one of the following values:

  • In Queue: Indicates that the chat session is waiting to be connected to an agent.

    • With Agent: Indicates that the chat session is connected to an agent and the agent is yet to resolve the thread. That is, the thread is in the agent's inbox.

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    If the agent to whom a chat session is connected logs out, the thread is no longer considered to be with the agent.

  • Agent: Contains the name of the agent if the value in the corresponding Thread Status column is With Agent.

  • Duration: The duration for which the thread has been active.

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    In the Chat Monitor table, you can filter the chat threads based on the values in the following columns:

    • Agent
    • Queue
    • Thread Status

    Non-Voice

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    AnchorfilesharewcfilesharewcFile Sharing Through Web Chat

    You can now enable your agents and customers to send files to each other through web chat. 

    U14 CLIENT RN:

    File Sharing Through Web Chat

    You can now enable your agents and customers to send files to each other through web chat. To facilitate this enhancement, on the Chat tab of the Web Widget Detail window, the Enable Filesharing checkbox is added.

    InfoThe Web Widget Detail window appears when you go to Web Widget > Widget on the Configure tab.

  • File types that can be shared are GIF, JPEG, JPG, PDF, and PNG.
  • The maximum individual file size that can be shared is 20 MB.
  • Agents and customers can download the files.
  • The shared files are saved on the Interactions tab of Contact Manager.


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    Enhancements

    This section describes the enhancements in the following product categories.

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    Feature 1

    <Brief description of the feature without screenshots or procedures.>

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    Feature 2

    <Brief description of the feature without screenshots or procedures.>

    Data Management

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    The Call Flow Editor is now renamed Contact Flow Engine to reflect the multiple channels of communication offered by LiveVox.

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    Generating SMS Through Ticket Workflow

    You can now generate an SMS based on an event (for example, status change) through a Ticket Workflow.

    U14 CLIENT RN:

    Generating SMS Through Ticket Workflow

    You can now generate an SMS based on an event (for example, status change) through a Ticket Workflow. To facilitate this enhancement, the following changes are made:

    In the Ticketing Config window, on the Design subtab of the Workflows tab, in the Action Type drop-down list box, the Send SMS option is added.

    Info

    The Ticketing Config window appears when you go to Ticketing > Tickets Config on the Configure tab.

    In the Contact Flow Engine (formerly called the Call Flow Editor), in the Expressions section of the Expression Builder window, the Account and Ticket fields (both standard and custom) are added to enable you to define the email and SMS messages generated through the Ticket Workflow.

    InfoThe Expression Builder window appears only if you select the Supports Expressions checkbox when creating a Contact Flow

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    List Data Type

    You can now add up to 50 values to the LIST data type when configuring a field.

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    Renaming Call Flow Editor

    The Call Flow Editor is now renamed Contact Flow Engine to reflect the multiple channels of communication offered by LiveVox.

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    Acting on Email and Messaging Threads

    You can now act on email and SMS threads by:

    • Assigning a thread that is in the group inbox to an agent
    • Reassigning a thread that is in an agent's inbox to another agent
    • Moving a thread that is in an agent's inbox back to the queue
    U14 CLIENT RN:

    Acting on Email and Messaging Threads

    You can now act on email and SMS threads by:

    • Assigning a thread that is in the group inbox to an agent
    • Reassigning a thread that is in an agent's inbox to another agent
    • Moving a thread that is in an agent's inbox back to the queue

    To facilitate this enhancement, on the Inbound tab of the Email and Messaging sections of the monitor dashboard, in the Email Inbox Monitor and SMS Inbox Monitor tables, the following buttons are added:

    • Move to Queue
    • Assign to Agent

    Non-Voice

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    Email and SMS Channels

    You can now view the following information about your email and SMS channels:

    • Configured email addresses, long codes, and short codes
    • Agents who have access to the channels
    • Email and SMS settings for the services
    U14 CLIENT RN:

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    File Sharing Through Web Chat

    You can now view the following information about your email and SMS channels in the Email Channel and SMS Channel windows, respectively:

    • Configured email addresses, long codes, and short codes
    • Agents who have access to the channels
    • Email and SMS settings for the services
    InfoYou can access the Email Channel and SMS Channel windows through the Email and SMS sections of the Configure tab.

    enable your agents and customers to send files to each other through web chat. 

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    Merging Agent and Call Center Monitor Dashboards

    The monitor dashboard for call centers now also includes data pertaining to agents.

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    Voice Monitor Dashboard

    The monitor dashboard for the voice channel is now enhanced to include charts and enable you to manually switch among the inbound, outbound, and blended modes.

    U14 CLIENT RN:

    Merging Agent and Call Center Monitor Dashboards

    The monitor dashboard for call centers now also includes data pertaining to agents. As a result, the menu on the Monitor tab now contains only the Call Centers and Service Groups options.

    Voice Monitor Dashboard

    The Voice section of the monitor dashboard is now enhanced as follows:

    You can manually switch among the inbound, outbound, and blended modes through the respective tabs.

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    The default view is still based on the number of calls per direction.

  • The Monitor and Agents subsections display information in graphical view regardless of the number of assigned Call Centers or Services. You can also switch to the tabular view.

    • The data on the Agent Detail tab of the Agent Detail window is categorized into General and Charts sections.

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    The Agent Detail window appears when you double-click a row in the Agents subsection.

  • The Service Monitor subsection displays charts that represent the daily inbound statistics for the service. You can also switch to the tabular view.
  • In the Activity subsection:
    • The Revise button, which was used to revise limits, is replaced with the Revise icon (the Revise iconImage Removed). 
      • The Revise Limit window contains only the Voice and SMS tabs.
    • A Change History icon (the Change History iconImage Removed) is added for viewing the changes made to pacing.
  • The Outcomes & Costs subsection is split into two sections (Outcomes and Costs).
  • In the Campaigns subsection, the filtering options (Today's, Active, and Playing) appear in a drop-down list box.
    • The various subsections are scrollable, eliminating the need to resize or drag them.>