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 of Contacts 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. Lookup ModuleThe account_lookup and phone_lookup modules are now replaced with the lookup module, whose features are as follows: - Performs a lookup within Services or the Contact Manager to associate an interaction with a relevant Contact record based on the variables variable you define
- Supports multiple channels such as inbound chat, email, and SMS
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 the chat queues of your agents in real time, including the status of chat threads and any ongoing chats, for the current day. Non-VoiceWhatsApp CampaignYou can now create WhatsApp Campaigns. Quality
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| Agent Scheduling in Mobile Application
You can now perform Agent Scheduling while not on the contact center network, in the mobile application. Support for External URLs for E-LearningYou can now specify external URL links when uploading the E-Learning content. Filter E-Learning AssignmentsThe E-Learning Assignment page has an option to filter the assignment records. VoiceJoin Meeting on Mobile You can now join meetings through the mobile application. EnhancementsThis 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 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.
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This enhancement is also available in LiveVox U12 and LiveVox U13. |
- You can now search the Contact Manager for Contact records that do not contain any value in a field.
- When performing a search in the Contact Manager based on the option Account for Livevox Result, you can now add additional search criteria for the option.
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 notification based on an event (for example, status change) through a Ticket Workflow. Insight Non-Voice
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| 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
Inbound Email RoutingInbound emails are now routed to Services based on email addresses instead of domains. 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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This enhancement is also available in LiveVox U12 and LiveVox U13. |
SMS PacingYou can now control the rate at which SMSes are sent to your customers for a given Service. - 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 Web 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 also includes data pertaining to agents. Support for Availbale Agents Field in Monitor Panel MetricFor the Inbound service in Monitor panel, you can now view a new Available Agents field by default. This field indicates the total number of agents who can accept the inbound interaction. For Outbound or blended service, this field can be configurable by using the cog icon. Also, this field is avialbale at Enterpise, Call Center, and Service level. 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. Voicemail Recording ReportThe 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 (/).
- You can now use icon to play the voicemail audio or icon to download the voicemail.
Personalized Voicemail Greetings on VM 2.0On VM 2.0, you can now configure personalized voicemail greetings. |