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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.

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 easily segment, track, prioritize, or manage contacts by creating customized views of contacts 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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Knowledge Worker Desktop Mode

Your back-office agents can now use the new Knowledge Worker desktop mode. This mode has the following features:

• Agents are automatically placed in the Ready status when they log on.
• Agents are not required to enter an account number when initiating an interaction or enter a termination code when ending an interaction.

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Lookup Module

The account lookup and phone lookup modules are now replaced with the lookup module. The lookup module has the following features:

• Performs a lookup within the services or the Contact Manager to associate an interaction with a relevant contact record based on the variable you define
• Supports multiple channels such as inbound chat, email, and SMS

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SMS through Ticket Workflow

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

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Support for Customized Export Format in Contact Manager

You can now configure an export format for contact export. This allows you to export contacts as a text file from the Contact Manager.

Insight

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Email and SMS Threads on the Monitor Dashboard

You can now perform the following actions on email and SMS threads on the monitor dashboard:

• Assign a thread that is in the group inbox to an agent.
• Reassign a thread that is in an agent's inbox to another agent.
• Move 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 the chat queues of your agents in real time, including the status of chat threads and any ongoing chats, for the current day.

Non-Voice

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Monitoring Multi-Channel Interactions

You 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.

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WhatsApp Campaign

You 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, through the mobile application.

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Support for External Links for E-Learning

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

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Filter E-Learning Assignments

The E-Learning Assignment page now contains an option to filter the assignment records.

Voice

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Artificial Intelligence (AI) Agents

This version introduces a new Virtual Agent AI integration model to allow specific AI vendors to support AI agents through existing APIs. AI-enabled service facilitates communications with customers, providing the highest level of service, while driving the best possible customer service experience.

Enhancements

This section describes the enhancements in the following product categories.

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 the Contact Manager.

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Contact Manager Search

You can now search the Contact Manager for contact records that do not contain any value in a field. In addition, when performing a search in the Contact Manager based on the Account for Livevox Result option, you can add multiple additional search criteria.

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Contact Notes

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

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List Data Type

When configuring a field, you can now add up to 50 values to the LIST data type.

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Segmentation Criteria

You can now add multiple segmentation criteria for the Dialed in last 'x' days for Livevox Result field.

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Contact Update in Script Builder

You can now integrate contact update functionality in Script Builder. This allows agents to update and save contact details at any time during a call.

Non-Voice

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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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SMS Pacing

You can now control the rate at which SMSes are sent to your customers for a given service.

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Web Widget

The Web Widget now has the following enhancements:

• When your customers 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 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 rate a chat.

Voice

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Agent and Call Center Monitor Dashboards

The monitor dashboard for call centers now includes agent data.

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Available Agents

Statistic on the Monitor Dashboard

At the call center level of the monitor dashboard for the voice channel, you can now view the count of agents who are available ready to receive calls from an inbound service.

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Visual Enhancements to Call Center Settings

You can now view all available call centers in Call Center settings. When you 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. You can also view services information and change history from the respective tabs.

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Visual Enhancements to Reports

The following visual enhancements were made to the Reports section in U14.

• ACD Reports section is renamed Agent Reports.
• The following visual enhancements were made to Reports:
  • New Export and Print buttons.
  • 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.
  • Customize the Result columns by clicking the cog icon (exception Recording Events Report and Call Statistics Report).

• The above visual 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: Audio play / Download columns combined.

  • 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 now has the following enhancements:

• You can download up to 5 recordings from the generated reported by selecting them and clicking on a new Bulk Download button.
• Downloaded recording audio file name format is improved. 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 view the status of voicemail (heard by agent or not) with icons (/).
• You can use icon to play the voicemail audio or  icon to download the voicemail.