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You can use the Account feature on the Configure tab to create account-level entities to support the relationship of multiple contacts (that is, contact management records) with a single account. In addition, you can associate contacts, tickets, and notes to an account, and define custom variables​.

The editor contains the following options:

• Accounts: Enables you to view, create, and modify accounts.

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• Accounts Dashboard: Enables you to view the following details:
  • Count of accounts
  • Count of accounts created
  • Count of accounts with open tickets
  • Count of accounts with completed tickets

You can filter the dashboard by segment, classification, type, and date range.

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• Accounts Config: Enables you to configure the following options:
  • Defaults for account types and classifications
  • Service Level Agreements (SLAs)
  • Screen display

You can use the Assessor feature in the Quality Assurance section of the WFO tab to deliver and track coaching that is integrated with individual quality-monitoring evaluation scorecards. This provides better guidance to agents and helps enhance their skills.

You can also perform the following actions:

• Mark a recording as an item for the Content Library and a coaching task.
• Identify and note a specific section of the call for coaching.

• Add external links and documents in the following file formats to the Content Library: CSV, DOC, PDF, and PPT.
  

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• Assign the items from the Content Library to one or more agents for review.

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You can use the Ticketing feature on the Configure tab to provide users access to accounts, notes, contacts, and tickets, along with the tools to manage the tickets.

• Tickets: To view, create, and bulk update tickets; add notes and attachments to tickets that are used by the agents; and associate tickets with any account or contact.
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• Tickets Dashboard: To view the following details:
  • Count of tickets.
  • Count of open tickets.
  • Count of completed tickets.
  • Count of replies.
  • Count of customers helped.
  • Count of contacts helped.
  • Count of tickets completed within the SLA limit.
  • Count of tickets that exceeded the SLA limit.
  • Count of tickets approaching the SLA limit (within 20%).
  • Average duration of first response.
  • Average count of tickets.
  • Average count of replies.
  • Volume of tickets (that is, total and completed).
  • Peak-hour and peak-day charts.
  • Top agents and agent teams.
  • List of tickets.

You can filter the dashboard by segment, priority, label, type, and date range.
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• Tickets Config: To configure:
  • The defaults for ticket priorities, statuses, labels, and types.
  • The screen display.

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You can use the Voicemail Recording Report feature in the ACD Reports section of the Review tab to download or play back group voicemails based on configurable optional user powers.

The report provides the following features for Managers, Auditors, Client Auditors, Report Admins, Superusers, and System Administrators:

• Access to the Voicemail Recording Report.
• Ability to download voicemail recording.
• Permission to stream (that is, play back) voicemail recording.

The report supports multiple searches based on the following search parameters:

Dates: The date range with a maximum duration of 90 days.

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When you click the Generate Report button, the report containing the following data is generated:

• Mailbox
• Account
• Phone: The phone number used to contact the account, or the caller ID of the inbound call.
• Date
• Start Time: The time that the call was connected to the agent, represented in hours, minutes, and seconds.
• Duration: The duration of the recorded conversation, represented in seconds.
• Status: The current status of the recording. The value 1 indicates that the voicemail is played; the value 0 indicates that the voicemail is not played.
• Audio Play: The internal audio player to listen to the recording through the browser, without downloading the audio file.
• Audio Download: The link to download the audio file.

In addition, you can download the report to a CSV, Microsoft Excel, or PDF file.

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.

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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 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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You can use the Screen Recording link 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:

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

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

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

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Agents can use the QM Work Queue to review the tasks that are assigned to them by their manager.

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Assigning Library Content to Agent

• You can assign the content added to the Content Library to one or more agents for review, acknowledgment, and completion.
• You are notified when an agent completes a task. 
• Questions by agents regarding e-learning or coaching tasks are assigned to you. You can address them, and then assign them to the agent.

Agent Scheduling Tasks

• Agents can now request to swap shifts with other agents. The agent receiving the swap request can accept or reject the request. If the swap request is accepted by the other agent and manager approval is required, a notification task is sent to the manager for approval. When the manager approves or rejects the request, a notification task is sent to both the requesting agent and the agent that received the request.

Work Queue Performance Report

You can use the Work Queue Performance 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 view the current status of a task. In addition, you can generate 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 filter the results based on the agents and task date range. The report contains the following data:

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

You can use the Arbitrator section in the QM Work Queue Performance Reports screen to view the performance details of the arbitrator in the assigned workflow tasks. In addition, you can filter the results based on the arbitrators and task date range. The report contains the following data:

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

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. In addition, you can filter the results based on the agents, arbitrators, call date range, call center, service, and task status. The report contains the following data:

• 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.

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

To view additional details of the scored calls, click the plus icon (+) on the selected evaluation. 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.

You can now use the Audio and Video playback in Assessor 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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The Billing section in the Client editor now displays additional features that a portal has enabled​.

General 

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

WFO​

• Work Queue: When checked, indicates enablement of Work Queue options. You can view  and access e-learning, agent scheduling, arbitration tasks assigned to you through Work Queue. ​

Agents​

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

Contact Management​

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

Ticketing​

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

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

The new Campaign Pattern option filters the Campaign Line Summary Report 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 file name. 

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

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

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

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• View the list field as a drop-down list box in Contact manager as defined in the Fields editor. After a List Data Type is configured, you can import or select only the defined values. If you attempt to import with a value that is not part of the list, the column is ignored​.
• Use segmentation and basic or advanced search to display drop-down list boxes as defined in the Fields editor.
• Define if an agent can modify the drop-down list.
• Agents can view the drop-down list after it is defined in the Contact manager​.

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

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

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

You can now:

• Define encrypted fields for sensitive data.
• Define which components and roles have read or write access to the encrypted fields.

When encrypted fields are enabled on the Client level, you can view and re-label up to five dedicated encrypted fields in the Fields editor in the contact entity.

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You can use the Fields editor to modify and define what applications will have read or write access to the encrypted fields.  

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

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

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

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

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Previously, the Agent Details contained the following configurable tabs:

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

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Now, the Agent Details contain the following configurable tabs:

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

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The Change Password option has been moved from the Info section to the main screen. When you click  the  Change Password link, the following screen appears.

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Info Tab

The Info section contains the new Channels subsection. 

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

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Skill Tab

Previously, the  Agent Skill Mapping subsection appeared as follows.

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

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Services Tab

Previously, the Services Mapping subsection appeared as follows.

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

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Change History Tab

Previously, the Change History subsection appeared as follows.

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Now, the Change History subsection appears as follows.

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Schedule Callback Tab

Previously, the Schedule Callback subsection appeared as follows.

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Now, the  Schedule Callback subsection appears as follows.

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

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

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Previously, the User Details contained the following configurable tabs:

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

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Now, the User Details contain the following configurable tabs:

• Info
• Optional Powers
• Audit History
• Change History

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The Change Password option has been moved from the General subsection to the main screen. When you click  the  Change Password link, the following screen appears.

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Info Tab

The General  subsection has been renamed Info.

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Optional Powers Tab

A manager will now have the below additional optional powers.

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

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

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

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

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

The following screen displays all available optional powers for managers.

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Audit History Tab

Previously, the Audit History subsection appeared as follows.

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Now, the Audit History subsection appears as follows.

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Change History Tab

Previously, the Change History subsection appeared as follows.

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Now, the Change History subsection appears as follows.

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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, go to Configure>Client / Service>Client>Billing>General.

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

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

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

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

Contact and Call Flow fields in Extended Panel Tab

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

To configure these fields:

1. Go to Configure > Agents > Agent Desktop > Extended Panel.
2. Select the widget that contains Request Parameters.
3. Click the Expression Builder link.
   The Expression Builder window appears.
4. Click the arrow on the upper-right corner of the window, where you can view the new Contact and Call Flow fields to add to the builder.
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Contact and Call Flow fields in Desktop Native Tab

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

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

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

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The IB Email Domain in the Settings subsection of the Services editor 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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You can now configure custom fields for the following new entities:

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

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

• Designer contains a main tool bar for Desktop, Scripts, Functions Library, and Images Library resources.

Previously,

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• The New Desktop search option

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

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• The Properties section shows the properties of the component selected in the canvas. The section automatically appears when you double-click the component within the Desktop page.

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

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• The new Preview section is used to view what the Desktop page or Script will look like when in actual use.
  • The Preview option 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 the beginning or from the current page. The preview runs in its own tab.

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

  • Create a script.
  • Search for and open a specific script.
  • Modify a script.
  • Save the current script.
  • Delete a script.
  • Import a script.
  • Export a script.

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• The Script 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 enables you to include images in their scripts. These may be logos that you want to add to the canvas, or icons, or pictures that you want to include in your script.

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The separate login for PDAS is no longer needed.

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. In addition, this version provides another new option to run the job four times a day. The job runs at six-hour intervals if the Execute 4 times per day  check box is selected.

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

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

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

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

Previously, the advanced  calendar link appeared next to the To field, separated from the From and To fields.  Now, the link and the fields are changed into a single calendar icon.

Previously, the Account Lookup Report appeared as follows.

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Now, the Account Lookup Report appears as follows.

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When you click the calendar icon, the Date Picker window appears. You can use the Range subsection on the window to enter or select the date range to generate the report.

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You can use the MultiSelect  section on the window to select multiple  sequential or non-sequential dates. 

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Now, 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. You can click the Available option to move it to the assigned list and vice versa. New Assign All and Remove All buttons are used to move all options from one list to the other. In addition, a search field is added to filter both lists at the same time and enable you to find the options you want.

Multiple Call Center Selection

Previously,

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Now, 

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Multiple Service Selection

Previously,

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Now, 

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Multiple Service Type Selection

Previously,

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Now, 

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

Previously, the Agent Mapping subsection appeared as follows.

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Now, the mapping view includes a new design on the mapper feature without arrows. You can click an available agent row from the left table to assign it to the service. 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 names of search boxes ( Available Agent(s) and Assigned Agent(s)) are removed and search boxes are provided for the respective tables.

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Agent Team Mapping Tab

Previously, the Agent Team Mapping subsection appeared as follows:

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Now, the mapping view includes a new design on the mapper feature without arrows. You can click an available agent row from the left table (that is, the source team) to assign it to the target team. The assigned agent row moves to the right table (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 names of search boxes (Source Agents and Target Agents) are removed and only search boxes are provided for the respective tables.

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Importing Agents

Previously, the Import Agents screen appeared as follows.

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Now, you can click the Select a File to Upload button to go to the revised or new agent list. In addition, the Ok button is renamed Update.

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

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Now, the Import and Export buttons are moved to the right side of the screen.

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Previously, the Entities subsection appeared as follows.

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Now, the Entities subsection appears as follows.

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Importing Agent Phonebook

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

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Now, you can click the Select a File to Upload button to go to the revised or new agent list. 

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

Previously, the advanced  calendar link appeared next to the To field, separated from the From and To fields.  Now, the link and the fields are changed into a single calendar icon.

Previously, the Call Detail Report appeared as follows.

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Now, the Call Detail Report appears as follows.

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When you click the calendar icon, the Date Picker window appears. You can use the Range section to enter or select the date range to generate the report.

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You can use the   MultiSelect  section to select multiple  sequential or non-sequential dates. 

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Now, 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. You can click the Available option to move it to the assigned list and vice versa. The new Assign All and Remove All buttons are used to move all options from one list to the other. In addition, a search field is added to filter both lists at the same time and enable you to find the options you want.

Multiple Call Center Selection

Previously,

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Now, 

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Multiple Service Selection

Previously,

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Now,

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

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

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Previously, when deleting the Contact Timing, the following window appeared.

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Now, the following window appears.

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Previously, the Change History section appeared as follows.

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

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Previously, the Select Dialect field on the Generate TTS File window appeared as follows.

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Now, the Select Dialect field is a drop-down list box.

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Previously, the Upload Audio File window appeared as follows.

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Now, the Upload Audio File window appears as follows.

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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 WYSIWYG editor (U-CRM editor) or double-click a page to automatically add the components to the screen.
• The desktop-level Change History section tracks all the changes​.

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

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New Desktop Components​

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

• Account Dashboard: Displays an Account dashboard to quickly preview accounts with tickets created, completed tickets, accounts created, and a graphical representation​.
• Agent Statistics: Displays a pie chart of agent states for the day​.
• Enhanced Ticketing Dashboard: Displays an overview of various statistics pertaining to the Ticketing system, which includes the count of open tickets, new tickets, tickets addressed within SLAs, and volume and peak-hour charts​.

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Desktop Component Enhancements​

• 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 certain tasks​.

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• Record modifications for contacts, accounts, and tickets can now trigger events such as calling an API​.

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When callers leave messages, agents can view and play the messages directly from their desktop. 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 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 voicemail.

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

Previously,

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Now,

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You can use the Interactions section to view emails, SMSes, and chat interactions as a single grouped thread.

• A thread for email is defined as a sequence of responses to the same subject line. When you click the email icon (Image Removed), the email thread appears.
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  The Details section shows the information about each email in the thread.
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• A thread for SMS is defined as a set of interactions from the same long- or short-code phone number to a phone number within a 24-hour rolling period. When you click the SMS icon (Image Removed), the SMS thread appears.
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  The Details section shows the information about each SMS in the thread.
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• A thread for chat is defined as a series of chat interactions within the same session. When you click the Chat icon (Image Removed), the chat thread appears.
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  The Details section displays the information about each chat in the thread.

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

All configurations for WFO are performed in the WFO Config subsection.

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You can assign assessors and arbitrators, configure Work Queue Settings, create audio note categories and e-learning categories by clicking the respective tabs.

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You can now create a Contact manager input filter with a fixed field format​. When the input filter format is defined as a fixed field, the Total Length column, which enables you to define the length of each column​, appears.

In addition to the fixed field format, you can now import data into encrypted fields if the jobs are permitted to write into the encrypted field​. You can also store against the list data types and select a default value based on a predefined list value​. All other functions, such as the Substitute value and Transformations, are still applicable.

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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 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 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.

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.

  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.

  Info
  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 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 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 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

Agents can use the QM Work Queue to review the tasks that are assigned to them by their manager.

Assigning Library Content to Agent

• You can assign the content added to the Content Library to one or more agents for review, acknowledgment, and completion.
• You are notified when an agent completes a task. 
• Questions by agents regarding e-learning or coaching tasks are assigned to you. You can address them, and then assign them to the agent.

Agent Scheduling Tasks

• Agents can now request to swap shifts with other agents. The agent receiving the swap request can accept or reject the request. If the swap request is accepted by the other agent and manager approval is required, a notification task is sent to the manager for approval. When the manager approves or rejects the request, a notification task is sent to both the requesting agent and the agent that received the request.

Work Queue Performance Report

You can use the Work Queue Performance 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 view the current status of a task. In addition, you can generate task performance reports for agents, arbitrators, and managers.

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 filter the results based on the agents and task date range. The report contains the following data:

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

You can use the Arbitrator section in the QM Work Queue Performance Reports screen to view the performance details of the arbitrator in the assigned workflow tasks. In addition, you can filter the results based on the arbitrators and task date range. The report contains the following data:

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

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. In addition, you can filter the results based on the agents, arbitrators, call date range, call center, service, and task status. The report contains the following data:

• 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

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

To view additional details of the scored calls, click the plus icon (+) on the selected evaluation. 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

You can now use the Audio and Video playback in Assessor 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 section in the Client editor now displays additional features that a portal has enabled​.

General 

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

WFO​

• Work Queue: When checked, indicates enablement of Work Queue options. You can view  and access e-learning, agent scheduling, arbitration tasks assigned to you through Work Queue. ​

Agents​

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

Contact Management​

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

Ticketing​

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

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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 you with new ways to interact with 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 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 file name. 

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Cookie and Session Timeout

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

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Contact Manager Enhancements Contact Manager Enhancements

Contact Manager Enhancements

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

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

• View the list field as a drop-down list box in Contact manager as defined in the Fields editor. After a List Data Type is configured, you can import or select only the defined values. If you attempt to import with a value that is not part of the list, the column is ignored​.
• Use segmentation and basic or advanced search to display drop-down list boxes as defined in the Fields editor.
• Define if an agent can modify the drop-down list.
• Agents can view the drop-down list after it is defined in the Contact manager​.

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

Contact Manager — Increase in Import Jobs

You can now use the Import/Export Jobs 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 manager with segmentation by contact fields.  

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

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

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

  
  

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

You can now:

• Define encrypted fields for sensitive data.
• Define which components and roles have read or write access to the encrypted fields.

When encrypted fields are enabled on the Client level, you can view and re-label up to five dedicated encrypted fields in the Fields editor in the contact entity.

You can use the Fields editor to modify and define what applications will have read or write access to the encrypted fields.  

To verify the encrypted fields are enabled, go to Configure>Client/Service>Client>Billing. When enabled, in the General section, the Encrypted Fields 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 window has been redesigned to improve user experience.

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

Previously, the Agent Details 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:

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

The Change Password option has been moved from the Info section to the main screen. When you click  the  Change Password link, the following screen appears.

Info Tab

The Info section contains the new Channels subsection. 

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

Skill Tab

Previously, the  Agent Skill Mapping subsection appeared as follows.

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

Services Tab

Previously, the Services Mapping subsection appeared as follows.

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

Change History Tab

Previously, the Change History subsection appeared as follows.

Now, the Change History subsection appears as follows.

Schedule Callback Tab

Previously, the Schedule Callback subsection appeared as follows.

Now, the  Schedule Callback subsection appears as follows.

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Enhanced User Details Screen

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

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

Previously, the User Details contained the following configurable tabs:

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

Now, the User Details contain the following configurable tabs:

• Info
• Optional Powers
• Audit History
• Change History

The Change Password option has been moved from the General subsection to the main screen. When you click  the  Change Password link, the following screen appears.

Info Tab

The General  subsection has been renamed Info.

Optional Powers Tab

A manager will now have the below additional optional powers.

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

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

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

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

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

The following screen displays all available optional powers for managers.

Audit History Tab

Previously, the Audit History subsection appeared as follows.

Now, the Audit History subsection appears as follows.

Change History Tab

Previously, the Change History subsection appeared as follows.

Now, the Change History subsection appears as follows.

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Enhanced Call Recording Storage

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, go to Configure>Client / Service>Client>Billing>General.

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Jobs Tab Does Not Display Passwords

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

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

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

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New Fields in ADN Commands

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

Contact and Call Flow fields in Extended Panel Tab

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

To configure these fields:

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

Contact and Call Flow fields in Desktop Native Tab

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

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

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New Field in CDR Plugins

The CDR Plugins format now 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 in the Settings subsection of the Services editor 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

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

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

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 contains a main tool bar for Desktop, Scripts, Functions Library, and Images Library resources.

Previously,

Now,

• The New Desktop search option

• The Design 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 section shows the properties of the component selected in the canvas. The section automatically appears when you double-click the component within the Desktop page.

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

• The new Preview section is used to view what the Desktop page or Script will look like when in actual use.
  • The Preview option 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 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 script.
  • Search for and open a specific script.
  • Modify a script.
  • Save the current script.
  • Delete a script.
  • Import a script.
  • Export a script.

• The Script 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 enables you to include images in their scripts. These may be logos that you want to add to the canvas, or icons, or pictures that you want to include in your script.

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Single Sign-On for PDAS

The separate login for PDAS is no longer needed.

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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. In addition, this version provides another new option to run the job four times a day. The job runs at six-hour intervals if the Execute 4 times per day  check box is selected.

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Term Code Visibility

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

This is configurable from the Termination Code screen. To enable termination codes in the agent panel, select the Visible for Agent check 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 appeared next to the To field, separated from the From and To fields.  Now, the link and the fields are changed into a single calendar icon.

Previously, the Account Lookup Report appeared as follows.

Now, the Account Lookup Report appears as follows.

When you click the calendar icon, the Date Picker window appears. You can use the Range subsection on the window to enter or select the date range to generate the report.

You can use the MultiSelect  section on the window to select multiple  sequential or non-sequential dates. 

Now, 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. You can click the Available option to move it to the assigned list and vice versa. New Assign All and Remove All buttons are used to move all options from one list to the other. In addition, a search field is added to filter both lists at the same time and enable you to find the options you 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 Agent Mapping subsection appeared as follows.

Now, the mapping view includes a new design on the mapper feature without arrows. You can click an available agent row from the left table to assign it to the service. 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 names of search boxes ( Available Agent(s) and Assigned Agent(s)) are removed and search boxes are provided for the respective tables.

Agent Team Mapping Tab

Previously, the Agent Team Mapping subsection appeared as follows:

Now, the mapping view includes a new design on the mapper feature without arrows. You can click an available agent row from the left table (that is, the source team) to assign it to the target team. The assigned agent row moves to the right table (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 names of search boxes (Source Agents and Target Agents) are removed and only search boxes are provided for the respective tables.

Importing Agents

Previously, the Import Agents screen appeared as follows.

Now, you can click the Select a File to Upload button to go to the revised or new agent list. In addition, the Ok button is renamed Update.

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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 section appeared as follows.

Now, the Import and Export buttons are moved to the right side of the screen.

Previously, the Entities subsection appeared as follows.

Now, the Entities subsection appears as follows.

Importing Agent Phonebook

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

Now, you can click the Select a File to Upload button to 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 appeared next to the To field, separated from the From and To fields.  Now, the link and the fields are changed into a single calendar icon.

Previously, the Call Detail Report appeared as follows.

Now, the Call Detail Report appears as follows.

When you click the calendar icon, the Date Picker window appears. You can use the Range section to enter or select the date range to generate the report.

You can use the   MultiSelect  section to select multiple  sequential or non-sequential dates. 

Now, 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. You can click the Available option to move it to the assigned list and vice versa. The new Assign All and Remove All buttons are used to move all options from one list to the other. In addition, a search field is added to filter both lists at the same time and enable you to find the options you want.

Multiple Call Center Selection

Previously,

Now, 

Multiple Service Selection

Previously,

Now,

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User Interface Enhancements in Contact Timings Editor

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

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

Previously, when deleting the Contact Timing, the following window appeared.

Now, the following window appears.

Previously, the Change History section appeared as follows.

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

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User Interface Enhancements in Phrases Editor

Previously, the Select Dialect field on the Generate TTS File window appeared as follows.

Now, the Select Dialect field is a drop-down list box.

Previously, the Upload Audio File window appeared as follows.

Now, the Upload Audio File window appears as follows.

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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 WYSIWYG editor (U-CRM editor) or double-click a page to automatically add the components to the screen.
• The desktop-level Change History section tracks all the changes​.

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

New Desktop Components​

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

• Account Dashboard: Displays an Account dashboard to quickly preview accounts with tickets created, completed tickets, accounts created, and a graphical representation​.
• Agent Statistics: Displays a pie chart of agent states for the day​.
• Enhanced Ticketing Dashboard: Displays an overview of various statistics pertaining to the Ticketing system, which includes the count of open tickets, new tickets, tickets addressed within SLAs, and volume and peak-hour charts​.

Desktop Component Enhancements​

• 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. 

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

• Record modifications for contacts, accounts, and tickets can now trigger events such as calling an API​.

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Voicemail 2.0

When callers leave messages, agents can view and play the messages directly from their desktop. 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 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 voicemail.