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. ControlsFeature 1<Brief description of the feature without screenshots or procedures.> Feature 2<Brief description of the feature without screenshots or procedures.> Data ManagementSupport for Customized Export Format in Contact ManagerPreviously, 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. InsightMonitor Dashboard for Chat QueuesYou can now monitor chat queues of agents in real time, including the status of chat threads and any ongoing chats, for the current day. Non-Voice
Quality
VoiceEnhancementsThis section describes the enhancements in the following product categories. ControlsFeature 1<Brief description of the feature without screenshots or procedures.> Feature 2<Brief description of the feature without screenshots or procedures.> Data ManagementAgent Thread LimitsYou can now specify the maximum threads that your agents can handle for chat, email, and SMS channels. Call Flow EditorThe Call Flow Editor is now renamed Contact Flow Engine to reflect the multiple channels of communication offered by LiveVox. List Data TypeYou can now add up to 50 values to the LIST data type when configuring a field. | Anchor |
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| You can now generate an SMS based on an event (for example, status change) through a Ticket Workflow.
You can now enable your agents and customers to send files to each other through web chat.
The monitor dashboard for call centers now also includes data pertaining to agents.
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.