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. ControlsFeature 1<Brief description of the feature without screenshots or procedures.> Feature 2<Brief description of the feature without screenshots or procedures.> Data ManagementIntelligent Forecasting in Agent SchedulingA 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. Agent Cost in Agent SchedulingYou 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. Export Format editor now supports Report Writer. Insight
Non-VoiceDownloadable Knowledge Base (KB) ArticlesYour 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. Proactive Web ChatYou 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
QualitySpeechIQ under WFO TabNew Speech Analytics options are available under WFO. SMS Billing ReportYou can run the SMS Billing Report to identify the count of SMS messages that you have launched in a specific duration. The SMS Billing Report option is added in Review > Billing Reports > SMS Billing Report. MMS Billing ReportYou can run the MMS Billing Report to identify the count of MMS messages that you have launched in a specific duration. The MMS Billing Report option is added in Review > Billing Reports > MMS Billing Report.
Voice
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 Management
Insight
Non-VoiceSMS Response CodeTo 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
VoiceSecure Payment CaptureDTMF tones have been changed to flat sounds, so screen and call recordings are no longer paused when an agent enters Advanced Secure Payment Capture. The screen and call recordings pause as normal in basic secure payment capture. Scorecard
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