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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 U15 release.

New Features 

This section describes the new features in the following product categories.

Data Management

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Export Format Editor

Export Format settings now support Report Writer. 

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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New Service Provider

A new service provider is now available to enable you to send SMS or MMS to landline and toll-free numbers. 

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Proactive Web Chat

You can now proactively initiate chat when someone visits your website based on certain conditions.

Quality

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Agent Staffing Forecast and Scheduling

You 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. 

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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.

Reports

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Migrated Reports

The following pages related to the Reporting feature have been migrated to the LiveVox portal:

• Agent Activity Report
• Analytics Dashboard
• Campaign Line Summary Report
• Extended Campaign Report
• Forecast Billing Report
• Hourly Analytics
• Invoice Billing Report
• Operator Transfer Analytics
• Penetration Detail Analytics
• Penetration Summary Analytics
• Real Time Report
• Service Comparison Analytics

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MMS Billing Report

You can now generate the MMS Billing Report to identify the count of MMS messages that you have launched in a specific duration.

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SMS Billing Report

You can now generate the SMS Billing Report to identify the count of SMS messages that you have launched in a specific duration.

Voice

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Emergency Call

You can now add the address of your call center and assign a phone number that can be used in case of an emergency. This feature enables your agents to make an emergency 911 call from any manual service in the call center.

Enhancements

This section describes the enhancements in the following product categories.

Controls

Agent Monitoring

You can now individually enable or disable the call monitoring options (monitor, coach, or barge) on the monitor dashboard at the client level. 

Data Management

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Advanced Contact and Ticket Filters

To filter contacts and tickets, you can now use advanced criteria that support conditional logic.

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Contact Manager

The Contacts window, including all its tabs, is now visually enhanced.

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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.

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Schedule Callback Module

For a schedule callback routing, the Schedule Callback module of the Contact flow now allows you to specify the Agent Skill ID (Classification ID) property. A scheduled callback gets routed according to the specified value of the Agent Skill ID.

• When the Agent skill ID value is NULL (Select One option) or not specified at all, the call gets routed to any available agent.
• When the Agent Skill ID value is selected as a Classification ID from the drop-down list, the call gets routed to a respective skilled agent where the Service Group is set to STRICT_CLASSIFICATION or STRICT_OVERFLOW.

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Screen-Pop in U-CRM

You can configure a new Screen-pop widget in the U-CRM that displays the Call Flow information. 

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Snippets in Script Designer

In 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.

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Ticketing Workflow

The Ticketing Workflow has the following enhancements:

1. The system triggers a Workflow only when a certain field within a Ticket is updated.
2. You can view the labels as shown in Fields editor.
3. The Date data types now have the following options:
   1. Today
   2. Pick A Date
   3. Date based on 'days from today'
4. You can see Due Date and Due Time options in the Work Queue.
5. CC and BCC fields are available in Email.

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Work Force Optimization (WFO) Tab

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. From now onwards, the call recording files are sent to SpeechIQ as soon as the call recording ends, to instantly process the transcripts, sentiment, and speech analytics data. 

LiveVox Support

The LiveVox Portal (LVP) now has the following changes:

• The LiveVox Support option is renamed LiveVox Customer Care.
• The LiveVox Support window is renamed LiveVox Customer Care.
• The Customer Support section in the LiveVox Support window is renamed Customer Care.
• The email address in the LiveVox Support window is changed to customercare@livevox.com.
• The Toll-Free Support Line in the LiveVox Support window is renamed Toll-Free Customer Care Line.
• The Report Problem option is removed.
• The Corporate Headquarters address is changed.

Non-Voice

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Agent Chat

The single chat configuration that enabled or disabled the agent-to-agent chat and supervisor-to-agent chat is now separated.

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Agent Desktop Messagebook

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.

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Email Address and SMS Code Restriction

You can now assign an email address or SMS code to specific services so that only the assigned address or code is available to the agents who are signed in to those services when the agents send an email or SMS (transactional).

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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

Speech Analytics Data Retention

You can now configure the duration for which you want to retain the Speech Analytics data on the LiveVox platform.

Reports

Call Recording Report

The file naming convention for the call and screen recordings that you can download is now changed to the following format: MMddyyyy_hhmmss_a_phone.mp3.

The new naming convention helps you to match the downloaded call and screen recordings with the records in the generated report. In addition, you can now search for a call recording report by its file name.

Voice

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Secure Payment Capture

Dual-tone multi-frequency signaling (DTMF) tones are now changed to flat sounds so that the screen and call recordings are no longer paused when an agent enters Advanced Secure Payment Capture.

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Segmentation

In addition to the visual enhancements, the Segmentation window now has the following enhancements:

• You can delete a segmentation directly from the table by using the new Delete icon.
• When adding or modifying a segment, the segment query editor appears in place of the graph.