Page History

This document provides an overview of new features and enhancements to existing features of the LiveVox User Portal in the LiveVox U15 release.

New Features 

This section describes the new features 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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Intelligent Forecasting in Agent Scheduling

A new tab is available in the Agent Scheduling section for forecasting schedules of agents. You can view the start time and end time of an agent's available work hours, to help auto-assign agents to shifts. 

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Agent Cost in Agent Scheduling

You can now configure the hourly cost of an agent in a new field in Agent Scheduling to calculate the cost of a shift for a client.

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Export Format Editor

Export Format editor now supports Report Writer. 

Insight

Non-Voice

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Downloadable Knowledge Base (KB) Articles

Your customers can now download the KB articles through the web widget. In addition, as they scroll down the list of KB articles on the widget, the list expands to display more articles.

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Proactive Web Chat

You can now proactively initiate chat when someone visits your website by displaying a personalized chat invitation message that is triggered by one or more rules based on any of the following parameters: 

• Address of the current webpage
• Address of the webpage from where the customer was directed to your website
• Time spent by the customer on your website
• Time spent by the customer on the current page on your website

Quality

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SpeechIQ under WFO Tab

New Speech Analytics options are available under WFO.

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

Insight

Non-Voice

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SMS Response Code

To improve tracking, an automated or manual SMS response to any inbound SMS is now sent from the short/long code associated with the inbound SMS (that is, the code to which your customer sent the SMS).

Quality

Voice

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