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You can now enable the WhatsApp channel for agents to communicate with customers.

Enhancements in LiveVox U13 User Portal 

This section describes the enhancements to existing features in the LiveVox User Portal Early Adoption release.

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AcctViews AcctViews

Account Dashboard Views

You can now create account dashboard views for yourself, agents, or agent teams to easily find and monitor accounts without the need for a manual search.

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ACD Settings Tab

The ACD Settings tab of the Services window is now renamed Agent Desktop and displayed as a section on the Settings tab.

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Adding an Agent Hourly Cost and Available Work Hours

You can now add an hourly cost for an agent , and the number of hours for which an agent is available.

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Agent Schedule on Work Queue

Managers You can now see the agent schedules schedule (overlapping) when processing schedule the queue tasks.

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Assessor Assessor

Assessor

The Assessor feature has settings now have the following enhancements:

• Call transcription transcriptions for Agent and Caller is an agent and a caller are displayed separately.
• The following speech analytics attributes are displayed for all voice calls:
  • Customer Sentiment
  Agent Sentiment
  • Agent Talk Time
  • Customer Talk Time
  • Silence Duration
  • Max Silence Duration
  • Max Silence Duration Start Time
  • Talkover
• Search allows The search option enables you to filter recordings.

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Basic Service

To improve the U-CRM experience, the AgentReg (Auto) service is now renamed Basic (Auto) and enhanced with blended multi-channel capabilities.

The Basic (Auto) service is routed through an automated cloud and supports inbound and outbound interactions containing the following features:

• Outbound and inbound voice
• Attended voice campaigns
• Email and SMS campaigns
• Two-way email, SMS, and chat communication
• Click-enabled voice, email, and SMS (with the purchase of U-CRM)

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BillingDuration BillingDuration

Billing Duration Report

The Billing Duration report has contains the following label changesenhancements:

• Report The report name to is now Estimated Billing Duration Report.
• The Rounded Duration (Mins) field to is now Estimated Duration (Mins).
• The Charge field to is now Estimated Charge.
• The Rounded IVR Duration (Mins) field to is now Estimated IVR Duration (Mins).

There is also In addition, a note is added to indicate that the report displays only the estimated values.

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Customizing Accounts and Contacts Lists for Agents

You can now hide the Accounts, Contacts, or Tickets tabs in the Accounts List and Contacts List sections of the Agent Desktop.

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Customizing Columns in the Call and Screen Recording Reports

You can now customize the columns that appear in the Call Recording Report and the Screen Recording Report.

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You can use the new Hour Of Day Range option to search for calls within a specified hour of the day range. You can select to search for calls with call start time or call finish time defined within the specified range.

You can now enable the Contacts List and Tickets List tabs in the Accounts List table and enable the Accounts List and Tickets List tabs in the Contacts List table of the Agent Desktop.

You can now edit content in the attachment of the E-Learning Content Library. This enhancement eliminates the effort of deleting and recreating the content.

InputFilter InputFilter

Input Filter Enhancements

The Input Filter feature now contains the following enhancements:

• Allows up to a maximum of 30 substitution entries.
• Allows you to select today’s the current date or any other date for Date datatype substitution entries.
• Supports full name transformations.

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KnowledgeBase KnowledgeBase

Knowledge Base

The Knowledge Base (KB) feature contains the following enhancements:

• Supports configuration to show or hide article highlights. 
• Provides options to choose whether to display articles in the Knowledge Base Portal on the KB portal or a new tab. 
• Allows the addition of tags. 
• Supports configuration of Categories categories and Section values available sections for searching in a Knowledge Base portal. the portal
• Displays the related error message if the web crawler or the loading of the an article fails. 

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Monitoring Email and SMS Queues

You can now monitor the email and SMS queues of agents in real time, including the statuses of the email and SMS threads.

Agent Scheduler generates QM Work Queue Notification task for Agents if Non-active time or Published shifts are updated by manager.

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Notification About Deleted Time-Off Requests

You can are now receive notifications when agents delete notified when an agent deletes a time-off requestsrequest. If there is a pending approval work queue item exists, the status of the work queue item changes to Cancelled with is changed to Cancelled and Agent Cancelled added is added as the reason.

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Notifying Agents of Inbound Emails and SMSes

To improve the efficiency of agents, inbound emails and SMSes now appear in the agents' inboxes only when the result of a call flow connector is Operator Transfer.

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Notifying Agents of Work Schedule Changes

Agent Scheduler now generates QM Work Queue Notification tasks for agents if you have updated inactive time or published shifts.

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Phone Dial Attempt Supervisor (PDAS)

The PDAS feature now has the following enhancements:

• Determines the trusted partners based on the LVP-Client Trusted Partner configuration, and hence the Trusted the Trusted Partner tab is now removed.
• Highlights the violated rules and the reason for the violation.
• Provides the Export export option to allow clients enable you to export their your DND list. 

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Printing the Call and Screen Recording Reports

You can now print the Call Recording Report and the Screen Recording Report.

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Recording Calls

You can now record calls between agents during a warm transfer. 

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Renaming

Account Lookup Report 

The Account Lookup report is now renamed as the Contact Lookup report.

To improve the usability of the unified customer relationship management (U-CRM), the AgentReg (Auto) service type is replaced with a centralized service type that supports the following functions:

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Retaining Messages in Personal Inbox

You can now configure the duration for which you want to retain the unresolved email and SMS messages in the personal inbox of agents before the messages are moved to the group inbox.

You can now use a separate short-code or long-code SMS number to route inbound SMS messages that are not triggered by any outbound SMS message to a service.

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UserPref UserPref

Saving Custom Preferences

Custom Your custom preferences, such as rearranging and resizing of columns and the search criteria in the Assessor screen window, are now saved and displayed when you navigate navigate to other functions in the LiveVox Portal and come back then return to the Assessor, window or when you logout from log on to the portal and log back inagain.

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Searching for a Voice Interaction Based on the Silence Duration

You can now search for a voice interaction based on the duration of silence.

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Specifying Time Period in Inbound Efficiency Report

You can now specify the start time and end time when generating the Inbound Efficiency Report.

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Support for SMS Action

You can now enable SMS notifications to for users on their mobile devices. Users can also configure an SMS message and a phone number to send the an SMS.

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Supporting Inbound Volume Report in Job Scheduler

New A new, view-only Inbound Phone Volume step is available under the Reporting Step of Job Scheduler. When generating this report through the Job Scheduler, two new parameters are available as below:

• Caller Id Pkg (lcid_pkg_id): Generate the report for selected Caller Id Package
• From Phone (phone): Generate report for the specified phone

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Threading SMS Messages

If the phone number and the short/long-code SMS number linked to an inbound SMS or a manual SMS campaign are the same as those for a previous interaction, the thread that was used for the previous interaction is now used for the new interaction. If a previous interaction does not exist, or if the SMS campaign is new, a new thread is created.

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Ticketing

• You can now create more user-friendly

forms as designing of a form has the following enhancements

• ticket forms due to the following enhancements introduced when designing a form:
  • Allows the formatting of static fields, the addition of blank rows, and static URLs
  .
  • Supports conditional logic where based on the value
  entered
  • specified for a ticket field, the form displays
  the
  • related labels and fields for entry.

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The Ticketing List has the following updates:

Ticketing List

• You can now create ticket list lists and dashboard views for yourself, agents, or agent teams to easily find and monitor tickets without the need for a manual search. You In addition, you can perform an Advanced Search advanced search based on all custom fields and multiple values for each search field. You can also perform a search against with a blank or null field.

Anchor#TicketReports#TicketReportsTickets Reports Dashboard

The Tickets Reports Dashboards has the following enhancements:

• You can now create ticket dashboard views for yourself, agents, or agent teams to easily find and monitor tickets without the need for a manual search. You In addition, you can view the total number of accounts assigned to each agent and agent team in the Agent agent and Agent Teams agent team widgets.

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Work Queue

The search feature in of the QM Work Queue and QM Work Queue Performance Reports screen windows is now enhanced to match the standard search used across the application.