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.> Data ManagementAgent Thread LimitsYou can now specify the number of unresolved chat, email, and SMS threads that each agent can add to their inbox. You can now create customized views for the Contacts table for yourself and your agents. Export and Import of Accounts and TicketsYou can now manually export and import Accounts and Tickets. In addition, you can enable your agents to import Accounts and Tickets. Previously, you could only configure Agents export format 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. InsightEmail and Messaging ThreadsYou 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
Monitor 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
QualityAgent Scheduling in Mobile Application You can now perform Agent Scheduling while not on the contact center network, in the mobile application. 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 ManagementCall Flow EditorThe Call Flow Editor is now renamed the Contact Flow to reflect the multiple channels of communication offered by LiveVox. Campaign JobsYou can now schedule up to 20 Campaign jobs (instead of four) through Contact Manager. Consent ManagementWhenever your customer responds to an SMS with a consent keyword (opt-in or opt-out), the SMS DNC list is now updated accordingly, regardless of whether the phone number from which they send the keyword exists in your Account or Contact Manager. You can now search the Contact Manager for a Contact record that does not contain a value in a field. List Data TypeYou can now add up to 50 values to the LIST data type when configuring a field. In Contact Editor, you can view only the most recent 5000 contact notes, based on the date of modification. Ticket WorkflowYou can now generate an SMS based on an event (for example, status change) through a Ticket Workflow. Insight Non-Voice
Anchor |
---|
| emailsmschannels |
---|
| emailsmschannels |
---|
| Email and SMS ChannelsYou 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
Outbound SMS for Null Accounts If your customer sends an SMS from a phone number that does not exist in your Account or Contact Manager, an automated SMS response (based on the Contact Flow) is now sent to the number unless the number exists in the SMS DNC list. - When your customers now begin a chat, they are provided with automated interactive messages and options, which aim to condense the conversation based on their response before they are connected to an agent.
- Before deciding to chat with an agent, your customers can now attempt to find the information they need by using relevant Knowledge Base articles, which appear as they type their message in the text box of the Widget.
- Your customers no longer need to reopen the Web Widget to continue chatting with the agent as they navigate to other pages on your website.
- Your customers can now rate a chat.
Quality
VoiceAgent and Call Center Monitor DashboardsThe monitor dashboard for call centers now includes data pertaining to agents. User Interface (UI) Enhancements to ReportsVoice Monitor DashboardThe 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. Personalized Voicemail Greetings on VM 2.0On VM 2.0, you can now configure personalized voicemail greetings. |