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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.

Controls

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Feature 1

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

Data Management

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Agent Thread Limits

You can now specify the number of unresolved chat, email, and SMS threads that each agent can add to their inbox.

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Customized Contact Views

You can now create customized views for the Contacts table for yourself and your agents.

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Export and Import of Accounts and Tickets

You can now manually export and import Accounts and Tickets. In addition, you can enable your agents to import Accounts and Tickets.

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Support for Customized Export Format in Contact Manager

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.

Insight

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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

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Monitor Dashboard for 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.

Non-Voice

Quality

Agent Scheduling in Mobile Application 

You can now perform Agent Scheduling while not on the contact center network, in the mobile application. 

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Support for External URLs for E-Learning

You can now specify external URL links when uploading the E-Learning content.

Voice

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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Call Flow Editor

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

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Campaign Jobs

You can now schedule up to 20 Campaign jobs (instead of four) through Contact Manager.

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Consent Management

Whenever your customer responds to an SMS with a consent keyword (opt-in or opt-out), the SMS suppression 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 Contact records that do not contain any value in a field.
• When searching the Contact Manager based on the option Account for Livevox Result, you can now add additional search criteria for the option.

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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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View Limited Number of Contact Notes

In Contact Editor, you can view only the most recent 5000 contact notes, based on the date of modification. 

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Ticket Workflow

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

Insight

Non-Voice

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

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Inbound Email Routing

Inbound emails are now routed to Services based on email addresses instead of domains.

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Outbound SMS Response 

If your customer responds to an SMS from a phone number that does not exist in your Account or Contact Manager, any automated SMS response based on the Contact Flow (formerly called the Call Flow Editor) is now sent to that number unless the number exists in the SMS suppression list.

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SMS Pacing

You can now control the rate at which SMSes are sent to your customers.

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Web Widget

• 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

Voice

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Agent and Call Center Monitor Dashboards

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

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User Interface (UI) Enhancements to Reports

• ACD Reports section name is updated to Agent Reports.
• There are below common UI enhancements to specified Reports:
  • You are provided new Export and Print buttons..
  • You are provided a new Date Picker window which can be opened by clicking on the calendar icon. Calendar icons for From and To date and Advanced Date Configuration link is removed.
  • You can now customize Result columns by clicking on the cog icon (exception Recording Events Report).

• The above UI enhancements are applicable to the following Reports:

  • Agent Summary Report: Successful Operator Transfer result field is renamed Successful Op Transfer.

  • Agent Team Summary Report: Successful Operator Transfer result field is renamed Successful Op Transfer.

  • Clicker Efficiency Report

  • Estimated Billing Duration Report

  • Call Monitoring Report: First Monitoring Type result filed is renamed to Monitoring User. Also, the Original Account Number filed removed from the Search Criteria and  Result.

  • Call Transfer Report: The Original Account Number filed removed from the Search Criteria and  Result.

  • Voicemail Recording Report: You are provided new Bulk Download button. Audio play / Download columns combined into one.

  • Email Campaign Summary Report: Graphical presentation is available under the Charts section with Delivered and Other data. Results are presented in the form of tiles.

  • Service Efficiency Report

  • Call Statistics Report: Graphical presentation of Call Statistics is updated with a single line graph.

  • Recording Events Report

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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.

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Voicemail Recording Report

The Voicemail Recording Report has the following enhancements:

• You can now download up to 5 recordings from the generated reported by selecting them and clicking on a new Bulk Download button.
• Now, the downloaded recording audio file name format is more readable. The new format is <date>_<phone number>.mp3. For Example, 05_13_2020_2_31_36_AM_6503517485.mp3
• Under the Status result column, you can now view the status of voicemail (heard by agent or not) with icons (Image Added/Image Added).
• You can now use Image Addedicon to play the voicemail audio or Image Added icon to download the voicemail.

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Personalized Voicemail Greetings on VM 2.0

On VM 2.0, you can now configure personalized voicemail greetings.