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. 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 easily segment, track, prioritize, or manage Contacts contacts by creating customized views of Contacts 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. Knowledge Worker Desktop ModeYour back-office agents can now use the new Knowledge Worker desktop mode. This mode has the following features: - The agents Agents are automatically placed in the Ready status when they log on.
- The agents Agents are not required to enter an account number when initiating an interaction or enter a termination code when ending an interaction.
Lookup ModuleThe account_lookup and phone_lookup modules are now replaced with the lookup module, whose features are as follows. The lookup module contains the following features: - Performs a lookup within Services or the Contact Manager to associate an interaction with a relevant Contact contact record based on the variable you define
- Supports multiple channels such as inbound chat, email, and SMS
SMS Through through Ticket WorkflowYou can now generate an SMS notification based on an event (for example, status change) through a Ticket Workflow. Previously, you could only configure Agents export format through Export Format editor. Now, you can also configure You can now configure an export format for contact export. This allows you to export contacts using this configured export format in as a text file from the Contact Manager. InsightEmail and Messaging ThreadsYou can now act performing the following actions on email and SMS threads by: - Assigning Assign a thread that is in the group inbox to an agent
- Reassigning Reassign a thread that is in an agent's inbox to another agent
- Moving Move 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-VoiceMonitoring Multi-Channel InteractionsYou can now use the Monitor widget for real-time monitoring of email, SMS, and Web Chat interactions. Also, you can view Agent Inbox metrics from monitoring widgets. In addition, Agent widget provides new metrics of agents handling messaging channels. WhatsApp CampaignYou can now create WhatsApp Campaigns.
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This feature is currently in the Beta phase of development. |
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| Agent Scheduling in Mobile Application
You can now perform Agent Scheduling while not on the contact center network, in through the mobile application. Intelligent Forecasting in Agent SchedulingIntelligent forecasting provides an the ability to create a forecast by using historical data or doing a manual creation. Also, you You can also choose the forecast model (Day day or week) with high precision). In addition, you can create forecasts to support multiple channel interaction (Voice, Email, SMS, and Chat). This feature is available under on the Forecasts tab of Agent Scheduling. Support for External URLs Links for E-LearningYou can now specify external URL links when uploading the E-Learning content. Filter E-Learning AssignmentsThe E-Learning Assignment page has now contains an option to filter the assignment records. VoiceArtificial Intelligence (AI) AgentsThis version introduces a new Virtual Agent AI intergation model integration model to allow specific AI vendors to support AI agents through existing APIs. AI-enabled Service service facilitates communications with customers, providing the highest level of service, while driving the best possible Customer Service customer service experience. EnhancementsThis section describes the enhancements in the following product categories. 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. 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 Account for Livevox Result option, you can add multiple additional search criteria for the option. In Contact Editor, you can view only the most recent 5000 contact notes, based on the modification date of modification. List Data TypeYou When configuring a field, you can now add up to 50 values to the LIST data type when configuring a field. Segmentation CriteriaYou can now add multiple Segmentation segmentation criteria for the Dialed in last 'x' days for Livevox Result field. Integrate You can now integrate contact update functionality in Script builder, so that the agent can Builder. This allows agents to update and save the contact details at any time during a call, on the Script panel. Insight Non-VoiceInbound Email RoutingInbound emails are now routed to Services services based on email addresses instead of domains. SMS PacingYou can now control the rate at which SMSes are sent to your customers for a given Serviceservice. Web Widget is now enhanced with the following features: - 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.
QualityVoiceAgent and Call Center Monitor DashboardsThe monitor dashboard for call centers now also includes agent data pertaining to agents. Support for Availbale Agents Available Agents Field in Monitor Panel MetricFor the Inbound inbound service in on the Monitor panel, you can now view a new the Available Agents field by default. This field indicates the total number of agents who can accept the inbound interaction. For Outbound outbound or blended service, this field can be configurable by using the cog icon. Also, this field is avialbale at Enterpiseavailable at Enterprise, Call Center, and Service level. For the inbound service on the Monitor panel, you can now view a new 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 configured by using the cog icon. This field is also available at the Enterprise, Call Center, and Service level. User Interface (UI) Visual Enhancements to Call Center SettingsNow, you are displayed with You can now view all available call centers when you go to in Call Center settings. When you double-click on the required select a call center, you are presented with General, Services, and Change History tabs. The General tab allows you to view or update the general information of the call center. Also, you You can also view services information and change history from the respective tabs. now not from under Call Center Settings. |
User Interface (UI) Enhancements to ReportsVisual Enhancements to ReportsThe following visual enhancements were made to the Reports section in U14. Voice 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 now 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 Downloaded recording audio file name format is more readableimproved. 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.
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