Page History

Outbound Campaign Dashboards

You can use the Email and SMS dashboards, which appear in the Call Centers and Service Groups subsections (at all levels) in the Monitor section, to view an overview of the current state of the unattended email and SMS campaigns.

The Email dashboard contains the following data: 

• Delivered Rate: The rate of emails delivered to the customer.
• Unsubscribe Rate: The rate of emails from which customer the unsubscribed.
• Open Rate: The rate of emails opened by the customer.
• Click Rate: The rate of emails in which the customer clicked a link.
• Suppressed Rate: The rate of emails suppressed due to the Do Not Call (DNC)/suppression list.
• Bounced Rate: The rate of emails not delivered to the customer.
• Performance: A chart representing the aforementioned rates, along with the count of emails launched and the count of emails remaining.

The SMS dashboard contains the following data: 

• Delivered: The count of SMSes delivered to the customer.
• Suppressed: The count of SMSes suppressed due to the DNC/suppression list.
• Failed: The count of emails suppressed due to the DNC/suppression list.SMSes that were not delivered. 
• Performance: A chart representing the aforementioned data, along with the count of SMSes launched and the count of SMSes remaining.

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Standard Screen Recording Jobs

You can use the Screen Recording link , which appears in in the Jobs section of the Client editor , to configure the bulk screen recording job.  The job delivers screen recordings, along with an index file, to the Screen Recording Out SFTP Server as a compressed file every day at the scheduled time, based on your time zone preference . The screen recording jobs generate records for the previous day.

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When you click the Screen Recording link, the Configure Screen Recording Job window appears, containing the  General and Job History tabs.

The General section contains the following fields:

• Description:  Contains the description of the bulk screen recording job.
• Enabled: To enable the screen recording standard job, select the check box. To pause or terminate the job, clear the check box.
• Index File Format: The custom file format, which is created using the Report Writer, to be included in the screen recording zip file.

• Output Index File Name: The name of the generated index file, along with the extension (for example, livevox.txt.). This should be a text file.

• Output Screen Recording File Name: The name of the generated screen recording file, along with the extension containing the batch of screen recordings (for example, livevox.zip). This must be a zip file.

• Compress Zip: To enable the compression of the recording, select the check box. Otherwise, clear the check box.

  Info
  The generated zip file is smaller in size because compression occurs at the recording level.

  
  

• Split By Call Center : To split the standard screen recording jobs by call center, select the check box.

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  The zip files are stored in the specific call center zip file.

  
  

• Call Center: The call center when using the Split By Call Center option for standard screen recording jobs.
• Password Enabled : To enable password protection for the zip file, select the check box.
• Password : Your password.
• Decrypt Screen Recordings: To enable decryption of recordings, select the check box. When the recordings are encrypted using the LiveVox PGP key, this option allows enables the recordings to be decrypted before the zip process. If you want an encrypted file, clear the check box.
• Minimum Screen Recording Duration: The minimum screen recording duration to be included in daily batches. For example, the value 10 processes all recordings with a duration greater than 10 seconds.
• Maximum Screen Recording Duration: The maximum screen recording duration to be included in daily batches. For example, the value 100 processes all recordings with a duration less than 100 seconds.
• Notification Status as Email to: The email address to which you want to send job status notifications.

• Run everyday at: The time when at which you want the daily batches to run. For example, the value 01:00 schedules the job to run at 1:00 A.M. (local time).

• Execute 4 time times per day: To run the job four times a day, with six-hour intervals, select the check box.

The Job History section tracks the standard screen recording job and its status (that is, success or failure).

In addition, you can now view the screen recording steps from the Jobs editor.

The Edit Job Step window now contains a read-only drop-down list box labeled Screen Recorded (screen_recorded), containing the following options:

• Don't care: This is the default value.
• True
• False
  
  

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Work Queue Work Queue

Work Queue

As an agent, you Agents can use the QM Work Queue to review the tasks that are assigned to you them by your their manager.

Assigning Library Content to Agent

• User You can assign the content added to the Content Library to one or more agents for review, acknowledgementacknowledgment, and completion.
• User is You are notified when task is completed by the agentan agent completes a task. 
• Questions by agents regarding e-learning or coaching tasks are assigned back to the user, which can be addressed by the user and re-assigned back to you. You can address them, and then assign them to the agent.

Agent Scheduling Tasks

• Agent offers shift swap - agents can offer shift swap request to other agentAgents can now request to swap shifts with other agents. The agent receiving the swap request can accept or reject the request. If  If the swap request is accepted by the other agent and user (manager) manager approval is required, a notification task is sent to the user manager for approval.  Any action (accepting or rejecting the request) taken by the user results in When the manager approves or rejects the request, a notification task back is sent to both agentsthe requesting agent and the agent that received the request.

Work Queue Performance Report

The You can use the Work Queue Performance report allows users Report option in the Quality Assurance Reporting section of the WFO tab to view the details of all Work Queue tasks and filter by specific criteria to see view the current status of a task. Users In addition, you can generate Agent, Arbitrator and Manager task performance report. Navigate to WFO > Quality Assurance Reporting > Work Queue Performance Report from the navigation panel, to access the Work Queue Performance Report.

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task performance reports for agents, arbitrators, and managers.

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You can use the Agent section in the QM Work Queue Performance Reports screen to view the performance details of the agent in processing the workflow tasks. In addition, you can Agent tab of QM Work Queue Performance Report provides Agent's performance details in processing Workflow Tasks. The search panel on the left hand side of the Agent tab allows users to select the search criteria and filter the results based on Agent and/or Task Date Rangethe agents and task date range. The report displays contains the following detailsdata:

• Task ID
• Agent ID
• Task
• Task Status
• Task Assignment Date
• Task Completion Date
• Number of Days Required to Complete Task

Arbitrator tab provides You can use the Arbitrator section in the QM Work Queue Performance Reports screen to view the performance details of the Arbitrator's performance arbitrator in the Workflow Tasks assigned . The search panel on the left hand side of the Arbitrator tab allows users to select the search criteria and workflow tasks. In addition, you can filter the results based on Arbitrator and/or Task Date Rangethe arbitrators and task date range. The report displays contains the following detailsdata:

• Task ID
• Arbitrator ID (System ID)
• Agent ID
• Task
• Task Status
• Task Assignment Date
• Task Completion Date
• Number of Days Required to Complete Task

Manager tab provide details of manager's performance in the Workflow Tasks You can use the Manager section in the QM Work Queue Performance Reports screen to view the performance details of the manager in the workflow tasks for the scoring of the calls. The search panel on the left hand side of the Manager tab allows users to select the search criteria and  In addition, you can filter the results based on Agents, Arbitrator, Call Date Range, Call Center, Service and/or Task Statusthe agents, arbitrators, call date range, call center, service, and task status. The report displays contains the following detailsdata:

• Task ID

• Agent ID

• Assessor

• Arbitrator

• Task

• Status

• Assignee

• Assignment Date

• Due Date

• Evaluation Completion Date

• Score

• Adjusted Score

• Service

• Account

• Phone

• Campaign

• Disposition Code
  

Enhancements in LiveVox User Portal U11

This section describes the enhancements to existing features in the LiveVox U11 release.

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Agent Scheduling Enhancements Agent Scheduling Enhancements

Agent Scheduling Enhancements

Agent Scheduling enhancements provide greater shift management flexibility with the ability to:

• Assign agents to multiple shifts per day.
• Copy the shift assignment for a specific day or a range of days to another range of days.
• Change the hours for the shift and breaks per shift.
• Schedule multiple breaks per shift.
• View history in the Change History tab of Agent Scheduling editor that provides the details of the changes made to Shift Assignment, Shift Creation, etc.
• Allow the manager to accept or decline shift swap requests initiated by the agent.

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Assessor - Export Evaluations Assessor - Export Evaluations

Assessor

— Export Evaluations

Assessor provides users the ability You can now use Assessor to generate and export the evaluation report with one Evaluation or multiple Evaluations. With this users can get You can also view more details about specific evaluations and utilize the same for training.

Users can To view additional details of the scored calls, click the plus sign icon (+) on the selected evaluation to view additional details of the scored calls. They . You can also view individual evaluation details by double-clicking the specific evaluation which displays the Categories, Questions, Answers, Score, Evaluation and follow-up questions.

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Assessor - Multimedia Playback Options Assessor - Multimedia Playback Options

Assessor

— Multimedia Playback Options

The enhancements to You can now use the Audio and Video playback in Assessor provides the ability to:

• Increase the speed of playback for the Audio and Video playback in Assessor.
• Forward or rewind multimedia by 15 seconds.

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Billing Tab - Enabling Additional Features Billing Tab - Enabling Additional Features

Billing Tab

— Enabling Additional Features

The Billing tab under section in the Client editor now shows displays additional features that a portal has enabled​:.

General Tab Category​General 

• Encrypted Fields – enables a set : When checked, indicates enablement of five encrypted fields for Contact Manager manager and Ticketing​.
• Enhanced Call Recordings – stores call recordings into a public cloud​: When checked, indicates call recordings leverage cloud object stores.

WFO​

• Work Queue – enables : When checked, indicates enablement of Work Queue options on the voice portal. Users You can view view  and access e-learning, agent scheduling, arbitration tasks assigned to them you through Work Queue. ​

Agents​

• E-Learning – enables E: When checked, indicates enablement of e-Learning options (that is, Content Library, Assignmentassignment) that allows users allow you to create content and assign it to Agents​.

Contact Management​

• Accounts – enables Accounts: When checked, indicates enablement of Accounts Manager for Ticketing ticketing and Contact contact association​.

Ticketing​

• Ticketing – enables Ticketing platform for Users​: When checked, indicates the ticketing platform enablement for users​.

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Bot Engine - Support for V2 of Dialogflow APIs Bot Engine - Support for V2 of Dialogflow APIs

Bot Engine

— Support for V2 of Dialogflow APIs

The existing BOT integration with Dialogflow is further enhanced to take advantage of the latest BOT provider integrated feature set. Dialogflow provides users provides you with new ways to interact with their the product by building engaging voice and text-based conversational interfaces, such as voice apps and chatbots, powered by AI.

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Campaign Line Summary Report Enhancement

The new Campaign Pattern option filters the Campaign Line Summary Report . It allows user to so that you can search by a portion of the campaign name. This is useful for running reports for a segmented campaign with a similar filenamefile name. 

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Cookie and Session Timeout

If a cookie or session expires for a monitoring page, the application redirects the users you to the login page.

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Contact Manager Enhancements Contact Manager Enhancements

Contact Manager Enhancements

Users You can now define a field in the Contact Manager manager as a drop-down list box. This offers the following advantages to users: 

• Ability to define Define the Data Type for the custom field as a List in Fields editor. List Data Type , allows a user enables you to define values available for each custom field. Once After the values are defined, only the configured pickdrop-down list selection is visible to agents and users.

• Ability to view View the list field as a drop-down pick list box in Contact Manager manager as defined in the Fields editor. Once After a List Data Type is configured, users you can import or select only the defined values. If a user attempts you attempt to import with a value that is not part of the list, then the column is ignored​.
• Ability to use Use segmentation and basic or advanced search to display drop-down fields list boxes as defined in the Fields editor.
• Users can define Define if an agent can edit modify the pickdrop-down list or not.
• Agents have the ability to can view the pickdrop-list, once its down list after it is defined in the Contact Manager​manager​.

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Contact Manager - Increase in Import Jobs Contact Manager - Increase in Import Jobs

Contact Manager

— Increase in Import Jobs

The You can now use the Import/Export Jobs tab now allows you  section to create up to six Contact manager import jobs.

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Contact Segmentation Sorting Contact Segmentation Sorting

Contact Segmentation Sorting

You can now sort campaigns created from contact from Contact manager with segmentation by contact fields.  

• Sorting of records can be configured at both the Parent parent and Child child segment-level within Segmentation.
• The sort is prioritized in a the waterfall fashion mode with the segment-level sort taking precedence.

• A Service service must have its sort set to ‘default’ default for a campaign to dial in the sorted order.

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  title Segmentation sorting
  Users You can select to sort segmentation by contact fields from the segmentation Segmentation screen when selecting a segmentation. Select a contact field from the Sort by dropdown menudrop-down list box.  Check Select the Asc.  check box to sort by ascending order.    Uncheck Clear the check box to sort by descending order.

  
  

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  title Segment sorting
  Users You can now select to sort a segment by contact fields from the segment screen Segment screen when selecting a segment. Select a contact field from the Sort by drop-down menulist box.  Check Select the Asc.  check box to sort by ascending order.    Uncheck Clear the check box to sort by descending order.

  
  

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Encrypted Fields in Contact Manager and Fields Editor Encrypted Fields in Contact Manager and Fields Editor

Encrypted Fields in Contact Manager and Fields Editor

This feature provides the following enhancementsYou can now:

• Allows users to define Define encrypted fields for sensitive data.
• Allows users to define Define which components and roles have read /or write access to these the encrypted fields.

When Encrypted Fields encrypted fields are enabled on the Client level, users now have the ability to you can view and re-label up to five dedicated encrypted fields in the Fields editor under the Contact entityin the contact entity.

The You can use the Fields editor provides the ability to edit modify and define what applications will have read /or write access to these the encrypted fields.  

To verify the encrypted fields are enabled, go to Configure>Client/Service>Client>Billing tab. When enabled, under in the General section, the Encrypted Fields will be checked option will display a checkmark next to it.

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Modifying the Designer Desktop

In U10 and later versions of the LiveVox Portal (LVP), you cannot modify the Designer Desktops that were created in U9.

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Enhanced Agent Details Screen

The Agent Details page window has been redesigned to improve the user experience.

You can now add a profile picture when the an agent is created.

Previously, the Agent Details included contained the following configurable tabs:

• Info
• Agent Skill Mapping
• Change History
• Profile Picture
• Service Mapping
• Scheduled Callback

Now, the Agent Details contain the following configurable tabs have been consolidated as follows: 

• Info
• Skills
• Services
• Change History
• Schedule Callback

The Change Password option has been moved from the Info tab section to the main screen.  Clicking on the When you click  the  Change Password  link presents the below screen: link, the following screen appears.

Info Tab

Info tab has a The Info section contains the new Channels section subsection. 

By default, voice channel is enabled. Disabled channels are displayed appear with grey gray icons. Users You can enable SMS, Email, and Chat channels by clicking on the respective icons. The below following screen shows channels section the Channels subsection with all the channels enabled for an agent.

Skill Tab

Previously, the Agent Skill Mapping tab was subsection appeared as belowfollows.

Now, the Agent Skill Mapping tab subsection is renamed as Skill. The mapping view includes a new design on the mapper feature without arrows. Users You can click on the skill on the list to move to the other list. The You can click the Assign All and Remove All buttons to move all the skills from one list to the other. AdditionallyIn addition, a search field is added to filter both lists at the same time , and facilitate users enable you to find the skill they are looking foryou want.

Services Tab

Previously, the Services Mapping tab was subsection appeared as belowfollows.

Now, the Service Mapping tab subsection is renamed as Services. The mapping view includes a new design on the mapper feature without arrows. Users You can click on the service from the list to move to the other list. There are still an . The  Assign All and Remove All buttons are still available to move all the services from one list to the other. AdditionallyIn addition, a search field is added to filter both lists at the same time , and facilitate users enable you to find the service they are looking foryou want.

Change History Tab

Previously, the Change History tab was subsection appeared as belowfollows.

Now, the Change History tab is subsection appears as belowfollows.

Schedule Callback Tab

Previously, the Schedule Callback tab was subsection appeared as belowfollows.

Now, the Schedule Callback tab is subsection appears as belowfollows.

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Enhanced User Details Screen

The User Details page has been redesigned to improve the user experience. 

You can now add a profile picture when the a user is created.

Previously, the User Details included contained the following configurable tabs:

• General
• Optional Powers
• Audit History
• Change History
• Profile Picture

Now, the User Details contain the following configurable tabs have been consolidated as follows: 

• Info
• Optional Powers
• Audit History
• Change History

The Change Password option has been moved from the General tab subsection to the main screen.  Clicking on the When you click  the  Change Password  link presents the below screen: link, the following screen appears.

Info Tab

The General tab General  subsection has been renamed as Info.

Optional Powers Tab

The Manager A manager will now have the below additional Optional Powersoptional powers.

• Access to Ticketing - Provides : Provides access to the ticketing system.
• Access to Accounts - Provides : Provides access to the account tool.

Users with access to reporting have the following additional optional Call Recording powers.:

• Access to Voicemail Recording Report - Provides : To provide access to the Voicemail Recording Report.

• Permission to stream (playback) voicemail recording - Allows to : To view link and stream recordings from the Voicemail Recording Report.

• Ability to download voicemail recording - Provides ability to : To view link and download recordings from Voicemail Recording Report.

The below screenshot shows following screen displays all available optional powers for Managersmanagers.

Audit History Tab

Previously, the Audit History tab was subsection appeared as belowfollows.

Now, the Audit History tab is subsection appears as belowfollows.

Change History Tab

Previously, the Change History tab was subsection appeared as belowfollows.

Now, the Change History tab is subsection appears as belowfollows.

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Enhanced Call Recording Storage

In the earlier versions of LiveVox, the Call Records were stored on disk. From now on, clients can opt to store call recording objects into a public cloud (AWS S3).

To further enhance the reliability and availability of call recordings, LiveVox now uses cloud object stores. 

To verify the enabled Enhanced Call Recording Storage option for the portal, navigate go to Configure > Client / Service > Client > Billing > General Configure>Client / Service>Client>Billing>General.

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Jobs Tab Does Not Display Passwords

To further strengthen security offering, users will you can no longer be able to view passwords for jobs regardless of their your permissions. This applies to call recording, FTP, FTPS, Screen Recording, and SFTP jobs from Jobs tab the  Jobs  subsection of the Client editor. 

The below example following screen shows the the Show Password checkbox check box available for the standard call recording job.

Now the users , you cannot view the password for the jobs from the Jobs tab subsection.

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New Fields in ADN Commands

Users You can now configure Contact and Call Flow fields in the expression builder ( Extended Panel and Desktop Native tabs of the Agent Desktop desktop with Extended Panelextended panel).

Contact and Call Flow fields in Extended Panel Tab

Users You can configure Contact and Call Flow fields for widgets which has that contain Request Parameter.

To configure these fields:

1. Navigate Go to Configure > Agents > Agent Desktop > Extended Panel.
2. Select the widget which has that contains Request Parameters.
3. Click the Expression Builder link.
   The Expression Builder pop-up window appears.
4. Click the arrow in on the upper-right corner . Here, users get newly available of the window, where you can view the new Contact and Call Flow fields to add in Expression Builderto the builder.
   
   

Contact and Call Flow fields in Desktop Native Tab

When adding the an entry to Desktop Native Commands, a new field, Source field , appears with the following options: Default, Contact, and Call Flow. AlsoIn addition, a new column Source has been column, Source, is added to identify the source associated with the command.

If the value in the Source is field is Default or Contact, the fields are available in the Data drop-down (refer above screenshot)down list box. If the value in the Source field is Call Flow, users you can configure the call flow variables by clicking the link next to the Data option field.

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New Field in CDR Plugins

The CDR Plugins format now includes contains a new field, LCID Package ID, which returns the LCID package ID for the call.

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New Field for Inbound Email Routing

The IB Email Domain under in the Settings tab subsection of the Services editor allows users enables you to specify a unique inbound email domain for inbound email routing. You can route this domain to only one service. 

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New Entities in Fields Editor New Entities in Fields Editor

New Entities in Fields Editor

Users You can now configure custom fields for the following new entities:

• Account - Custom : Custom fields added to the Account entity can be utilized for Accounts.
  
• Ticket - Custom : Custom fields added to the Ticket entity can be utilized for Ticketing.
  
• Agent - Custom : Custom fields added to the Agent entity can be utilized through the Details tab subsection of the Agent editor.

Users You can add new custom fields, define label and data type for these fields, and associate them to the respective entity.

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Simplified Process for Creating Scripts Simplified Process for Creating Scripts

Simplified Process for Creating Scripts

The process of creating scripts using Designer is now simpler with a new Designer UI. The following enhancements are available:

• Designer has now contains a main tool bar for  DesktopDesktop, Scripts Scripts, Functions  Functions Library, and Images Library resources. Below each are specific tabs to support functionality of each component. and Images Library resources.

Previously,

From now onNow,

• The New Desktop search option

• The Design tab lets  section enables you to construct your desktop by dragging components into the canvas. A different set of components is supported for desktops and scripts.

• The Properties tab  section shows the properties of the component selected in the canvas below. The Properties tab is also auto displayed by double-clicking . The section automatically appears when you double-click the component within the Desktop page.

• The Events tab  section shows the user /or system events, if any, associated with the selected component.

• The new Preview tab  section is used to view what the Desktop page or Script will look like when in actual use.
  • The Preview option allows enables you to walk through or test the script. It provides a means for ensuring that the script encompasses the desired flow, business rules, and logic that the user intended, before moving the script into production. You can preview the script From Beginning or From Current Pagethe script from the beginning or from the current page. The preview runs in its own tab.

• The File menu option provides the ability to perform the following functions:

  • Create a new script.
  • Search for and Open open a specific script.
  • Edit an existing Modify a script.
  • Save the current script.
  • Delete a script.
  • Import a script.
  • Export a script.

• The Script tab allows section enables you to review the properties of an existing script, review the flow and transitions of the script, manage the data elements of the script, and set the reporting parameters of the script.
• The new Images Library option allows enables you to include images in their scripts. These may be logos that you wish want to add to the canvas, or icons, or pictures that you want to include them in your script.

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Single Sign-On for PDAS

The separate login for PDAS is no longer requiredneeded.

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Standard Call Recording Job Enhancements

The new Call Center option enables you to choose the call center when using the Split By Call Center option for Standard Call Recording jobs. AlsoIn addition, this version provides another new option to run the job 4 four times a day. The job runs at 6six-hour intervals if the Execute 4 times per day  option  check box is enabledselected.

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Term Code Visibility Term Code Visibility

Term Code Visibility

The Termination Codes editor now supports the option to hide Termination Codes the termination codes within the agent panel.  A  new new column for each code has been added that shows to show whether it should display appear in the agent panel or not.

This is configurable from the termination code details Termination Code screen.   To enable termination codes in the agent panel check , select the Visible for Agent optioncheck box.

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Ticketing/Account FTP File Import

Imports of client Ticket and Account data into Ticketing and Account services can be scheduled through Jobs Scheduler.

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User Interface Enhancements in Account Lookup Report

The Account Lookup Report UI is redesigned to improve the user experience.

Previously, the Advanced Calendar link (link advanced  calendar link appeared next to To calendar icon)  and calendar buttons for the To field, separated from the From and To options of Date range fields.  Now, the advanced link and calendar buttons of From and To options are consolidated into one the fields are changed into a single calendar icon.

Previously, the Account Lookup Report was appeared as belowfollows.

Now, the Account Lookup Report is appears as belowfollows.

Clicking on When you click the calendar icon opens , the Date Picker interface. The Range tab allows user to enter/ window appears. You can use the Range subsection on the window to enter or select the date range to generate the report.

The MultiSelect tab allows you to select m ultiple sequential You can use the MultiSelect  section on the window to select multiple  sequential or non-sequential dates. 

From now onNow, the mapping view includes a new design on the mapper feature without arrows. This new mapper view is available for selecting multiple call centers, services, and service types. Users You can click the Available option to move it to Assigned the assigned list and vice a versa. New Assign All and Remove All buttons are used to move all options from one list to the other. Additionally In addition, a search field is added to filter both lists at the same time , and facilitate users enable you to find the options they are looking foryou want.

Multiple Call Center Selection

Previously,

Now, 

Multiple Service Selection

Previously,

Now, 

Multiple Service Type Selection

Previously,

Now, 

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User Interface (UI)  Enhancements in Agents Editor

The Agents editor UI is redesigned to improve the user experience.

For General tab enhancements, refer to the Enhanced Agent Details Screen section.

Agent Mapping Tab

Previously, The the Agent Mapping tab was displayed as: subsection appeared as follows.

Now, the mapping view includes a new design on the mapper feature without arrows. Users You can click an available agent row from the left side table to assign it to the service. Assigned Agent is displayed in right side The assigned agent appears on the right table. New Assign All and Remove All buttons are used to move all the agents from one list to the other.
Field name names of search boxes ( ( Available Agent(s) and Assigned Agent(s)) are removed and users search boxes are provided with search boxes for the respective tables.

Agent Team Mapping Tab

Previously, The the Agent Team Mapping tab was displayed subsection appeared as follows:

Now, the mapping view includes a new design on the mapper feature without arrows. Users You can click an available agent row from the left side table (that is, the source team) to assign it to the target team. Assigned The assigned agent row moves to the right side table (Target that is, the target team). New Assign All and Remove All buttons are used to move all the agents from one list to the other. Field name names of search boxes (Source Agents and Target Agents) are removed and users are provided with only search boxes are provided for the respective tables.

Importing Agents

Previously, the Import Agents screen was appeared as below:follows.

From now onNow, users you can click in the Select a File to Upload box button to navigate go to the revised /or new agent list. Also In addition, the Ok button is renamed to renamed Update button.

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User Interface Enhancements in Agent Phonebook Editor

The Agents Phonebook editor UI is redesigned to improve the user experience.
Previously, the General tab was displayed as: section appeared as follows.

Now, the Import and Export buttons are shifted moved to the right - side of the screen. The General tab is displayed as below.

Previously, the Entities tab was displayed as: subsection appeared as follows.

Now, the Entities tab is subsection appears as belowfollows.

Importing Agent Phonebook

Previously, the Import Agent Phonebook Contacts screen was appeared as below:follows.

Now users , you can click in the Select a File to Upload box button to navigate go to the revised /or new agent list. 

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User Interface Enhancements in Call Detail Reports (CDR)

The Call Detail Report UI is redesigned to improve the user experience.

Previously, the Advanced Calendar link (link advanced  calendar link appeared next to To calendar icon) and calendar buttons of the To field, separated from the From and To options of Date range fields.  Now, the advanced link and calendar buttons of From and To options are consolidated into one the fields are changed into a single calendar icon.

Previously, the Call Detail Report was Report appeared as belowfollows.

Now, the Call Detail Report is appears as belowfollows.

Clicking on When you click the calendar icon opens , the Date Picker interface. The Range tab allows user to enter/ window appears. You can use the Range section to enter or select the date range to generate the report.

T he MultiSelect tab allows you to select m ultiple sequential You can use the   MultiSelect  section to select multiple  sequential or non-sequential dates. 

From now onNow, the mapping view includes a new design on the mapper feature without arrows. This new mapper view is available for selecting multiple call centers, services, and service types. Users You can click the Available option to move it to Assigned the assigned list and vice a versa. New The new Assign All and Remove All buttons are used to move all options from one list to the other. Additionally In addition, a search field is added to filter both lists at the same time , and facilitate users enable you to find the options they are looking foryou want.

Multiple Call Center Selection

Previously,

Now, 

Multiple Service Selection

Previously,

Now,

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UIEICTE UIEICTE

User Interface Enhancements in Contact Timings Editor

Previously, the General tab was as below section on the Contact Timing screen appeared as follows.

Now Now, the Add, Copy, Delete, Save, and Cancel buttons are moved under to the General Tab from section from the common area of the Contact Timings editor.

AlsoPreviously, when deleting the Contact Timing, users were getting the below confirmation pop-upthe following window appeared.

Now the application displays the confirmation pop-up with the warning sign, the following window appears.

Previously, the Change History tab was displayed as below: section appeared as follows.

Now, the Add, Copy, Delete, Save, and Cancel buttons are do not visible from appear in the Change History tab section.

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UIEIPE UIEIPE

User Interface Enhancements in Phrases Editor

Previously, the Select Dialect field on the Generate TTS File pop-up was as below window appeared as follows.

Now, the Select Dialect option field is with a drop-down menu. The Generate TTS File pop-up is as below.list box.

Previously, the Upload Audio File pop-up was as below window appeared as follows.

Now, the Upload Audio File pop-up is as below window appears as follows.

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U-CRM Redesign U-CRM Redesign

U-CRM Redesign

The following enhancements are made to the U-CRM editor:

• The Desktop toolbar provides a list of all the available components and containers. It also provides a description of the page and component that is currently viewed.
• Drag the Components into the WYSYWIG WYSIWYG editor (U-CRM editor) or double-click on a page to automatically add the components to the screen.
• Desktop The desktop-level Change History tab section tracks all the changes​.

• Layered toolbars provide a user you with the logical flow to navigate, create, and maintain Agent Desktops​.
• Desktops tab The DESKTOPS section supports search and bulk delete/update of desktops as well as , along with a paginated view​.

New Desktop Components​

The following new components are added​ to the U-CRM Desktop Components:

• Account Dashboard - displays : Displays an Account dashboard to quickly preview Accounts with Tickets Created, Completed Tickets, Accounts Created as well as a graphical display​accounts with tickets created, completed tickets, accounts created, and a graphical representation​.
• Agent Statistics - displays : Displays a pie chart of Agent agent states for the day​.
• Enhanced Ticketing Dashboard - displays : Displays an overview of various statistics pertaining to the Ticketing application system, which includes Number of Tickets Open, New Tickets Created, Tickets addressed within SLA’s the count of open tickets, new tickets, tickets addressed within SLAs, and volume and peak-hour charts​.

Desktop Component Enhancements​

• Home Bar Search Field can now be configured to search against the Accounts, Tickets, Notes, Contacts or All. Prior to this enhancement, the Search bar on the Home Component allowed to search against Contacts.

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• Previously, you could use the search bar on the Home Component to search only contacts. Now, you can configure the search bar to search accounts, tickets, notes, or all, in addition to contacts. 

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• You can configure the Work Queue Component to show only Work Queue Component can now be configured to only show certain tasks​.

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• Record modifications for Contactcontacts, accounts, Accounts and Tickets are tickets can now able to trigger events such as calling an API​.

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Voicemail2.0 Voicemail2.0

Voicemail 2.0

With the release of Voicemail 2.0, when When callers leave messages, agents can view and play the messages directly from their desktop. Users You can also check group voicemails through the Voicemail report available on the LiveVox portal. The following features are included:

• Ability to download voicemails in MP3 format.
• Increased storage capacity of 500 MB.
• Group voicemail PIN is no longer required. The PIN field under the Configure > Services > Phone numbers tab is in Configure>Services>Phone numbers is no longer supported for group voicemail.
  
• Greeting messages are now configurable only at the call flow messages /or prompts. Greetings can be configured at the module level, using the Prehold Prompt Phrase message property.
• Visual Voicemailvoicemail.

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VMTFESC VMTFESC

View Message Threads for Email, SMS, and Chat

The Contact History tab section of the Contact manager is manager is renamed to Interactions tab.

Previously,

Now,

The Interactions tab allows users You can use the Interactions section to view Emailemails, SMSSMSes, and Chat chat interactions as one a single grouped thread.

• A thread for email is defined as a sequence of responses to the same subject line. Clicking on When you click the email icon () opens , the email thread as shown belowappears.
  
  The Details tab section shows the information about each email in the thread.
  

• A thread for SMS is defined as a set of interactions from the same long- or short-code phone number and to a phone number within a 24-hour rolling period. Clicking on When you click the SMS icon () opens , the SMS thread as shown belowappears.
  
  The Details tab section shows the information about each SMS in the thread.
  
• A thread for chat is defined as a series of chat interactions within the same session. Clicking on When you click the Chat icon () opens , the chat thread as shown belowappears.
  
  The Details tab shows section displays the information about each chat in the thread.

The voice interaction icon is changed to Image Removed from Image Removed changed from Image Added to Image Added.

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WFO Config Changes WFO Config Changes

WFO Config Changes

All configurations for WFO are performed under in the WFO Config. ​Navigate to WFO > WFO >WFO Config to access the WFO Config. subsection.

Users You can assigning Assessors assign assessors and Arbitratorsarbitrators, configure Work Queue Settings, creating Audio Note Categories create audio note categories and e-Learning Categories learning categories by selecting clicking the respective tabs.

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Support for Fixed Fields Format for Contact Manager Input Filters Support for Fixed Fields Format for Contact Manager Input Filters

Support for Fixed Fields Format for Contact Manager Input Filters

Users are You can now able to create a Contact Manager Input Filter manager input filter with a Fixed Field Format​fixed field format​. When the Input Filter input filter format is defined as Fixed Fieldsa fixed field, the Total Length column becomes visible that allows a user , which enables you to define the length of each column​, appears.

In addition to the Fixed Fields fixed field format, users are able to you can now import data into encrypted fields so long as Jobs is if the jobs are permitted to write into the Encrypted Field​. Users are also able to store against List encrypted field​. You can also store against the list data types and select a default value based on a pre-defined predefined list value​. All other functions, such as the Substitute value and Transformations, are still apply​applicable.