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Previously, you You can only configure Agents export fromat through Export Format editor. Now, you can also configure now configure an export format for contact export. This allows you to export contacts using this configured export format in as a text file from the Contact manager.

Insight

Non-Voice

Quality

Voice

Enhancements

This section describes the enhancements in the following product categories.

Manager.

Insight

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Email and SMS Threads on the Monitor Dashboard

You can now perform the following actions on email and SMS threads on the monitor dashboard:

• Assign a thread that is in the group inbox to an agent.
• Reassign a thread that is in an agent's inbox to another agent.
• Move a thread that is in an agent's inbox back to the queue.

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Monitor Dashboard for Chat Queues

You can now monitor the chat queues of your agents in real time, including the status of chat threads and any ongoing chats.

Non-Voice

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WhatsApp Campaign

You can now create WhatsApp Campaigns.

Quality

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Support for External Links for E-Learning Filter E-Learning Assignments

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Support for External Links for E-Learning

You can now specify external links when uploading E-Learning content.

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Filter E-Learning Assignments

The E-Learning Assignment page now contains an option to filter the assignment records.

Voice

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Artificial Intelligence (AI) Agents

This version introduces a new Virtual Agent AI integration model to allow specific AI vendors to support AI agents through existing APIs. AI-enabled service facilitates communications with customers, providing the highest level of service while driving the best possible customer service experience.

Enhancements

This section describes the enhancements in the following product categories.

<Brief description of the feature without screenshots or procedures.>

Data Management

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Call Flow Editor

The Call Flow Editor is now renamed the Contact Flow Engine to reflect the multiple channels of communication offered by LiveVox.

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Campaign Jobs

You can now generate an SMS based on an event (for example, status change) through a Ticket Workflow.

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Generating SMS Through Ticket Workflow

You can now generate an SMS based on an event (for example, status change) through a Ticket Workflow. To facilitate this enhancement, the following changes are made:

In the Ticketing Config window, on the Design subtab of the Workflows tab, in the Action Type drop-down list box, the Send SMS option is added.

schedule up to 20 campaign jobs (instead of four) through the Contact Manager.

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Contact Manager Search

You can now search the Contact Manager for contact records that do not contain any value in a field. In addition, when performing a search in the Contact Manager based on the Account for Livevox Result option, you can add multiple additional search criteria.

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Contact Notes View

The Notes tab in the Contact Details window of the Contacts editor displays only the most recent 5000 contact notes, based on the modification date. 

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List Data Type

When configuring a field, you can now add up to 50 values to the LIST data type.

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Segmentation Criteria

You can now add multiple segmentation criteria for the Dialed in last 'x' days for Livevox Result field.

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Contact Update in Script Builder

You can now integrate contact update functionality in Script Builder. This allows agents to update and save contact details at any time during a call.

Insight

Non-Voice

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Inbound Email Routing

Inbound emails are now routed to services based on email addresses instead of domains.

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SMS Pacing

You can now view the following information about your email and SMS channels in the Email Channel and SMS Channel windows, respectively:

• Configured email addresses, long codes, and short codes
• Agents who have access to the channels
• Email and SMS settings for the services

control the rate at which SMSes are sent to your customers for a given service.

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Web Widget

The Web Widget now has the following enhancements:

• When your customers begin a chat, they are provided with automated interactive messages and options, which aim to condense the conversation based on their response, before they are connected to an agent.
• Before deciding to chat with an agent, your customers can attempt to find the information they need by using relevant Knowledge Base articles, which appear as they type their message in the text box of the Web Widget.
• Your customers no longer need to reopen the Web Widget to continue chatting with the agent as they navigate to other pages on your website.
• Your customers can rate a chat.

Voice

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Agent and Call Center Monitor Dashboards

The monitor dashboard for call centers now also includes agent data pertaining to agents.

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Agent Availability on Monitor Dashboard

At the call center level of the monitor dashboard for the voice channel

, you can now view the count of agents who are ready to receive calls from an inbound service.

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Visual Enhancements to Call Center Settings

You can now view all available call centers in Call Center settings. When you select a call center, you are presented with General, Services, and Change History tabs. The General tab allows you to view or update the general information of the call center. You can also view services information and change history from the respective tabs.

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Visual Enhancements to Reports

The following visual enhancements were made to the Reports section in U14.

• ACD Reports section is renamed Agent Reports.
• The following visual enhancements were made to Reports:
  • New Export and Print buttons.
  • New Date Picker window which can be opened by clicking on the calendar icon. Calendar icons for From and To date and Advanced Date Configuration link is removed.
  • Customize the Result columns by clicking the cog icon (exception Recording Events Report and Call Statistics Report).

• The above visual enhancements are applicable to the following Reports:

  • Agent Summary Report: Successful Operator Transfer result field is renamed Successful Op Transfer.

  • Agent Team Summary Report:  Successful Operator Transfer result field is renamed  Successful Op Transfer .

  • Clicker Efficiency Report

  • Estimated Billing Duration Report

  • Call Monitoring Report: First Monitoring Type result filed is renamed to Monitoring User. Also, the Original Account Number filed removed from the Search Criteria and Result.

  • Call Transfer Report: The Original Account Number filed removed from the Search Criteria and Result.

  • Voicemail Recording Report: Audio play / Download columns combined.

  • Email Campaign Summary Report: Graphical presentation is available under the Charts section with Delivered and Other data. Results are presented in the form of tiles.

  • Service Efficiency Report

  • Call Statistics Report: Graphical presentation of Call Statistics is updated with a single line graph.

  • Recording Events Report

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Voice Monitor Dashboard

The monitor dashboard for the voice channel is now enhanced to include charts and enable you to manually switch among the inbound, outbound, and blended modes.

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Voicemail Recording Report

The Voicemail Recording Report now has the following enhancements:

• You can download up to 5 recordings from the generated report by selecting the recording and clicking the Bulk Download button.
• Downloaded recording audio file name format is improved. The new format is <date>_<phone number>.mp3. For Example, 05_13_2020_2_31_36_AM_6503517485.mp3
• Under the Status result column, you can view the status of voicemail (heard by the agent or not heard) with icons (Image Added/Image Added).
• You can use Image Addedicon to play the voicemail audio or Image Added icon to download the voicemail.

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Merging Agent and Call Center Monitor Dashboards

The monitor dashboard for call centers now also includes data pertaining to agents. As a result, the menu on the Monitor tab now contains only the Call Centers and Service Groups options.

Voice Monitor Dashboard

The Voice section of the monitor dashboard is now enhanced as follows:

You can manually switch among the inbound, outbound, and blended modes through the respective tabs.


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The default view is still based on the number of calls per direction.

• The Monitor and Agents subsections display information in graphical view regardless of the number of assigned Call Centers or Services. You can also switch to the tabular view.

The data on the Agent Detail tab of the Agent Detail window is categorized into General and Charts sections.


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The Agent Detail window appears when you double-click a row in the Agents subsection.

• The Service Monitor subsection displays charts that represent the daily inbound statistics for the service. You can also switch to the tabular view.
• In the Activity subsection:
  • The Revise button, which was used to revise limits, is replaced with the Revise icon (Image Removed). 
    • The Revise Limit window contains only the Voice and SMS tabs.
  • A Change History icon (Image Removed) is added for viewing the changes made to pacing.
• The Outcomes & Costs subsection is split into two sections (Outcomes and Costs).
• In the Campaigns subsection, the filtering options (Today's, Active, and Playing) appear in a drop-down list box.
• The various subsections are scrollable, eliminating the need to resize or drag them.>