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. Data ManagementExport Format editor now supports Report Writer. 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. New Service ProviderA new service provider is now available to enable you to send SMS or MMS to landline and toll-free numbers.
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This service provider does not have any message throughput limits. |
Proactive Web ChatYou can now proactively initiate chat when someone visits your website based on certain conditions. QualityAgent Staffing Forecast and SchedulingYou can now create agent staffing forecasts based on historical data or presumed work volume. In addition, based on these forecasts, you can create a schedule and manually or automatically assign it to your agents depending on their availability. 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. ReportsThe following pages related to the Reporting feature have been migrated to the LiveVox portal: - Campaign Line Summary Report
- Extended Campaign Report
- Real Time Report (RTR)
- Agent Activity Report
- Invoice Billing Report
- Forecast Billing Report
- Analytics Dashboard
- Hourly Analytics
- Operator Transfer Analytics
- Penetration Detail Analytics
- Penetration Summary Analytics
- Service Comparison Analytics
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| Anchor |
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Emergency ServicesYou can add the physical location of your call center and assign a phone number that can be used in case of an emergency. With this feature, an agent can make an emergency 911 call from any manual service in the call center. The Emergency Services tab is added in Configure > Services > Call centers. EnhancementsThis section describes the enhancements in the following product categories. ControlsAgent MonitoringYou can now individually enable or disable the call monitoring options (monitor, coach, or barge) on the monitor dashboard at the client level. Data ManagementYou can now use advanced criteria to filter contacts. Advanced Ticket Filter You can now use advanced criteria to filter tickets. The Contacts window, including all its tabs, is now visually enhanced. Knowledge Base (KB)You can now assign questions to a KB article and display the most popular articles and/or questions on the KB portal of your web widget or Agent Desktop. Screen-Pop in U-CRMYou can configure a new Screen-pop widget in the U-CRM that displays the Call Flow information. Snippets in Script DesignerIn Script Designer, you can now create snippets from within your scripts that can be stored and reused. You can also copy and use the pre-set snippets available in the Scripter. | Anchor |
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| The Speech IQ product is now integrated with the Assessor feature of the LiveVox Portal (LVP) and displayed on the WFO tab as the Speech IQ section. In addition, the WFO tab is visually enhanced and its other sections restructured.
The single chat configuration that enabled or disabled the agent-to-agent chat and supervisor-to-agent chat is now separated.
You can now define which email and SMS messages your agents can use for each Agent Desktop when they send a transactional message or respond to an inbound message.
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).
The file name convention has been changed for the screen and call recordings that you can download. The new naming convention helps you to match the downloaded call and screen recordings with the records in the generated report. Following is the format of the new naming convention:
