This document provides an overview of new features and enhancements to existing features of the LiveVox User Portal in the LiveVox U12 release. New Features in LiveVox User Portal U12This section describes the new features in the LiveVox U12 release. Anchor |
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| Agent Schedule Adherence Dashboard
You can now view the scheduling adherence and conformance data for a single day and multiple days. To facilitate this feature, the Agent Schedule Adherence dashboard is introduced. You You can use this dashboard to ensure that the contact center agents are working efficiently within their defined schedules. The dashboard displays the following tabs: Multi-Day, Single Day Hourly, and Single Day Summary. These tabs contain tabs contain the following information: - Adherence %: The amount of time an agent worked and how that time aligns with the scheduled time. The time worked includes call time, after call wrap, and scheduled activities such as meetings and training. It is the most important metric and can have a greater negative impact to contact centers. The percentage is calculated as follows:
Adherence % = (Minutes in adherence / Total scheduled minutes) x 100 - Occupancy %: The amount of time an agent spends on call handling activities in the ready state from the available time. The percentage is calculated as follows:
Occupancy % = (Time in ready state / Total available time) x 100 - Utilization %: The amount of time an agent spends on call handling activities in the ready state from the scheduled time. The percentage is calculated as follows:
Utilization % = (Time in ready state / Total scheduled time) x 100 - Conformance %: The amount of total working time from the scheduled time. The percentage is calculated as follows:
Conformance % = (Working minutes / Scheduled minutes) x 100
In addition, each of the tabs displays the following agent statistics: - Multi-Day
- Single Day Hourly: Displays a graphical representation of scheduled and actual time with different colors for each of the following statistics:
- Scheduled Active
- Scheduled Break
- Actual Active
- Actual Break
- Out of Adherence
- Single Day Summary
- Scheduled time
- Actual time
- Duration
- Scheduled Activity
- Actual Activity
- Description
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| Agent Schedule Forecast History Report
You can now generate historical call volume data of the previous agent resources. To facilitate this feature, the Agent Schedule Forecast History report is introduced. You can use this report as a reference to determine the number of agents required for future shifts. The report contains the following data: - Agents Logged In: Total unique agent IDs across the report range
- Active Time: Wait time + On-call time + Wrap-up time, expressed as HH:MM:SS (Hours:Minutes:Seconds)
- Wait Time: Wait time for all agents, expressed as HH:MM:SS
- Talk Time: Total talk time for all agents, expressed as HH:MM:SS
- Wrap Time: Total wrap-up time for all agents, expressed as HH:MM:SS
- Non-Active Time: Logged on but not ready + Pause time expressed, as HH:MM:SS
- Contacts Offered: Count of inbound contacts + Count of outbound contacts
- Successful OP Transfers: Count of OP Transfers across the report range
- Avg Abandon Rate: Average number of abandon calls per hour across the report range
- Occupancy %: (Total active time in minutes / (Total non-active time in minutes + Total active time in minutes)) * 100
- Service Level %: (Successful OP transfers / Contacts offered) * 100
Email and SMS ChannelsYou can now view the following information about your email and SMS channels: - Configured email addresses, long codes, and short codes
- Agents who have access to the channels
To facilitate this feature, the Email and SMS sections containing the Email Channel and SMS Channel options are added. The Export Format editor is now added to the Input / Output section of the Configure tab to enable you to define the CSV export format using which you can include certain data. This format is currently supported by the Agents editor. Note |
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Modifying a format that is in use (by automated jobs or manually) affects the appearance of the CSV file. Therefore, consider modifying making a copy of the file. For testing this before implementing, make a copy, and test it on the new format. |
To access the Export Format editor, go to Configure > Input / Output > Export Format. You are presented with the Export Format editor. Image Removed Creating an Export Format
Click the Add New Format button from the bottom menu.Select the required editor from the Editor drop-down menu. Currently, you have only Agent editor as an option.Each format is represented by a unique Format Id once it is created.Enter the Name of the format. This Name is used to refer to the export format throughout the configuration manager.Enter the Description to provide additional information about the export format.Select the desired field delimiter from the Delimiter drop-down menu.Select the line break style from the Line Break drop-down menu.Select the Sort By Field option from drop-down menu. This defines how the results should be arranged in the export file.Select the Sort Order option from the drop-down menu to set the results in ascending or descending order.Select the Add Quotes To option from the drop-down menu. This option allows you to specify if no fields, all fields, or only those containing the delimiter should be placed in quotes.Select the Print Header checkbox if you want to include a header row in the export file.Add the mapping to the format.Click the Save Format button to create a new export format.format, and then testing the new (copied) format as required. |
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You can create and manage an export format. In addition, you can add and manage the mapping for the export format. |
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IB SMS RoutingYou can now select a default inbound SMS service for inbound SMS messages that are not associated with any outbound SMS campaign. To facilitate this enhancement, the Inbound SMS Code field is added to the Settings tab of the Services window. You can use this field to specify the short-code SMS number or the long-code SMS number for routing inbound SMS messages that are not triggered by an outbound SMS message to the service. Inbound Phone Volume ReportYou can now view the aggregated report by phone numbers for inbound calls by using the new Inbound Phone Volume Report. This report is added to the Inbound Reports section of the Review tab. Note |
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- You can generate this report for a time period that is not more than 31 days. If you want to generate a report for additional time period, contact the LiveVox Customer Care Team.
- You can generate the report only up to the last 90 days from the current date.
- All the time values in the report are represented in Eastern Time.
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Image Added Image Added You can now create input filters for accounts and tickets to enable you to import data from your account or ticket applications to the respective applications of the LiveVox platform through the job in the job scheduler. To facilitate this feature, when you now attempt to create an input filter, in the Input window, in the Target drop-down list box, the Account and Ticketing options appear. Info |
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The Input window appears when you click the Input Filter option in the Input / Output section of the Configure tab. |
KB PortalYou can Viewing an Export Format - Select the required editor from the Editor drop-down menu. Currently, you have only Agent editor as an option.
- Select the required format from the Format drop-down menu. You are presented with all the details about format and mapped fields in the format.
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- Format Details
- Format Id: Unique export format ID
- Name: Name of the export format
- Description: Description of the export format
- Delimiter: The delimiter for export format
- Line Break: The line break style
- Sort By Field: This field defines how the results should be arranged in the export file.
- Sort Order: Set the sort results in Ascending or Descending.
- Add Quotes To: Specify which fields should be placed in quotes
- Print Header: Indicates whether a header row is included in the export file.
- Column Mapping Details
- ID: Mapping ID
- Field: The mapped field which represents a column in your export file
- Header: The cosmetic name assigned to the Mapping's column
- Date Format: The date format applied to a field if any
- Number Format: The number format applied to a field
- Time Zone: The time zone which applies on date or time fields
- Fixed Width Size: The fixed width size of field if any
- Padding Chars: The number of padding characters if Fixed Width Size is configured
- Alignment: The alignment style of the column in export file
- Order: Displays the number which specifies the order of the column in export file.
Deleting an Export Format - Select the required editor from the Editor drop-down menu. Currently, you have only Agent editor as an option.
- Select the required format from the Format drop-down menu.
- Click the Delete Format button. You are presented with the confirmation pop-up.
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- Click the Yes button to confirm deleting of the format.
Add Mapping - Click the Add Mapping button from the bottom menu. This will open the Add Mapping screen.
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- Specify all the mapping details. The following options define a mapping:
- Editor: Select the required editor from the Editor drop-down menu. Currently, you have only Agent editor as an option.
- Format: Displays the name of export format in which you are mapping the field as a column
- Field: Select the required field from the drop-down list. This selected field is going to be a column in your export file.
- Header: Displays text as active agent.
- Date Format: Select the date format option depending on the field your are adding. For example, if a date or time DB field is mapped, selecting a date format from Date Format drop-down list is required.
- Time Zone: Selecting a time zone from the drop-down list is optional.
- Number Format: Select the number format option depending on the field your are adding. For Example, if a phone DB field is mapped, the number format from Number Format drop-down must be set.
- Fixed Width Size: If the column is fixed width instead of delimited the following fields are required:
- Fixed Width Size
- Padding Chars
- Alignment
- Click Ok to add mapping.
Update Mapping To update a mapping: - Select the required editor from the Editor drop-down menu. Currently, you have only Agent editor as an option.
- Select the required format from the Format drop-down menu.
- Double-click on the mapped row which you want to update and it opens the Mapping Details screen.
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- Update all required fields. For detailed information on mapping fields, please refer Add Mapping section.
- Click Ok to update mapping.
- Click the Save Format button to update the export format.
Delete Mapping To delete a mapping: - Select the required editor from the Editor drop-down menu. Currently, you have only Agent editor as an option.
- Select the required format from the Format drop-down menu.
- Select the mapped field row which you want to delete from the export format.
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- Click the Save Format button to update the export format.
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| ISRFNNOTSR | ISRFNNOTSR | IB SMS RoutingYou can now select a default inbound SMS service for inbound SMS messages that are not associated with any outbound SMS campaign. To facilitate this enhancement, the Inbound SMS Code field is added to the Settings tab of the Services window. You can use this field to specify the short-code SMS number or the long-code SMS number for routing inbound SMS messages that are not triggered by an outbound SMS message to the service.
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IPVR | IPVR | Inbound Phone Volume ReportYou can now view the aggregated report by phone numbers for inbound calls by using the new Inbound Phone Volume Report. This report is added to the Inbound Reports section of the Review tab.
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- You can generate this report for a time period that is not more than 31 days. If you want to generate a report for additional time period, contact the LiveVox Customer Care Team.
- You can generate the report only up to the last 90 days from the current date.
- All the time values in the report are represented in Eastern Time.
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Search Criteria
The Inbound Phone Volume Report is available under the Review tab and supports multi-search for the following search parameters: No fields are required for a basic search.
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- Date Range – Enables you to type in dates in the format of MM/DD/YYYY or choose dates using the calendar button. Clicking on the calendar button opens the Date Picker interface.
- Under the Range tab, you can select the date range.
- Under the MultiSelect tab, you can select multiple sequential or non-sequential dates.
- Call Center – Select a call center with a drop-down menu.
- Multiple Call Center Selection – Clicking on the link next to the Call Center drop-down menu opens the multiple call center selection screen.
- Click a call center row from the Available column to move it to the Assigned column.
- Click the Assign All button to add all the available call centers to the Assigned column.
- Click a call center row from the Assigned column to remove the assigned call center. It will be moved to the Available column.
- Click the Remove All button to remove all the assigned call centers. They will be moved to the Available column
- Service – The Service drop-down lists only inbound and blended services. You can select a required service from the Service drop-down menu. If a particular call center is selected prior to selecting a service, services(Inbound and Blended) only available for that particular call center will appear.
- Multiple Service Selection – Clicking on the link next to the S ervice drop-down menu will open the multiple service selection screen:
- Click a service row from the Available column to move it to the Assigned column.
- Click the Assign All button to add all available services to the Assigned column.
- Click a service row from the Assigned column to remove it from the assigned services. It will be moved to the Available column.
- Click the Remove All button to remove all the assigned services. They will be moved to the Available column.
- Service Group - Service Group is the system that defines which outbound services agents should be logged into to receive the calls from inbound services as well as outbound blending. Adding the ability to group the reports’ metrics based on the service group allows better visibility into the agents’ efficiency across all services (including inbound) they may have been working.
- The Service Group selection appears in the search criteria only if there are existing Service Groups. Otherwise, the option is hidden.
- Caller Id Pkg – Allows you to select the required Caller ID (CID) package from the drop-down menu. If a specific CID package is selected, the generated report shows data only for phone numbers in the CID package.
- From Phone - Allows you to specify inbound phone numbers. You can specify up to 10 inbound phone numbers separated by a comma.
- SL Target (%) - When selecting an SL (Service Level) target percentage, all Service Levels below this target will be shown in red.
- The Inbound Phone Volume Report includes the Service Level metric. Service Level is critical for managing inbound traffic. It is defined as the percentage of inbound calls that are answered or abandoned within a defined time threshold. A customizable Service Level target threshold is supported at both the client and service levels. Each service has a single SL target and service level overrides the client level.
- The default value for SERVICELEVEL_SECONDS is set to 20 for all clients.
Generate Report and Results
After choosing the search parameters, generate the report by clicking the Generate Report button to the right of the search options. The report generates the following data:
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- Date: Date of the call
- Phone: Inbound phone number
- Total Calls: Total number of connected calls
- Offered: Total attempted transfers to agents
- Handled: Total calls successfully transferred to an agent
- Abandoned: Total calls that failed to transfer (Operator Transfers - Successful Operator Transfers)
- Abandon Rate: (Failed Operator Transfers / Operator Transfers)*100
- Service Level: (calls answered within service level + calls abandoned within service level) / calls offered [default]
- If the desired SL is specified in the Search criteria, any results that do not meet or exceed the SL are indicated in red.
- Avg. Speed of Answer (ASA): Hold Duration / Operator Transfers
- Avg. Abandon Time: Avg Hold Duration for Failed Operator Transfers (Hold Duration for Abandon Calls / Failed Operator Transfers)
- Total Talk Time: Total time agent was incall
- Total Hold Time: Total Sum of agent hold duration
- Total Wrapup Time: Total time agent was in the wrapup
- Total Handle Time: Total Talk Time + Total Hold Time + Total Wrap Time
- Average Talk Time: Total Talk Time / Successful Operator Transfers
- Average Hold Time: Total Hold Time / Handled
- Average Wrapup Time: Total Wrap Time / Successful Operator Transfers
- Average Handle Time: (Total Talk Time + Total Hold Time + Total Wrapup Time) / Handled
- Grand Total: This row (at the bottom of the screen) which displays the grand total of each column except Date and Phone columns.
- Total Records: Displays the total number of generated records for the specific search. Use Previous and Next buttons to navigate through records.
To export the report, click the Export button (next to the Generate Report button) and select the required option of file type. The available options are: PDF, Excel, CSV.
To print the report, click the Print button (next to the Export button). The generated report opens in another tab. Select the details for printing the report and click the Print button.
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inputfilter | inputfilter | Input FilterYou can now create input filters for accounts and tickets to enable you to import data from your account or ticket applications to the respective applications of the LiveVox platform through the job in the job scheduler. To facilitate this feature, when you now attempt to create an input filter, in the Input window, in the Target drop-down list box, the Account and Ticketing options appear.
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The Input window appears when you click the Input Filter option in the Input / Output section of the Configure tab. |
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kbp1 | kbp1 | KB PortalYou can now enable your agents to efficiently assist your customers and the customers to assist themselves by providing them with the Knowledge Base (KB) portal. The KB portal, which is an online library of information about your product and services, is introduced to provide a centralized database for collecting, organizing, retrieving, and sharing information. The portal stores information in the form of articles, which can be either files or web-crawled content (that is, content from integrated websites).
To facilitate this feature, the Knowledge Base section is added to the Configure tab.
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Leave Requests by Agents
Your agents can now initiate leave requests. To facilitate this feature, the following changes are made:
- In the Agent Scheduling window, on the General subtab of the Settings tab, the following checkboxes are added:
- Allow agents to request time off
- Require manager approval for time off requests
- On the Work Queue Settings tab of the WFO Config window, the Time Off Request task subtype is added for the Scheduling task type.
- If your approval is required for the request, the related task appears in the QM Work Queue window.
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- The Agent Scheduling window appears when you click the Agent Scheduling option either in the Agents section of the Configure tab or in the WFM section of the WFO tab.
- The WFO Config window appears when you click the WFO Config option in the E-Learning section of the WFO tab.
- The QM Work Queue window appears when you click the Work Queue option in the Quality Monitoring section of the WFO tab.
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Lookup Module
The phone lookup and account lookup modules are now replaced with a new lookup module that supports multiple channels such as inbound SMS, inbound email, and inbound chat. The salient features of the lookup module are as follows:
- Supports multiple channels such as inbound SMS, inbound email, and inbound chat to associate interactions with the relevant contact record
- Allows you to add modules to call flows and define variables to associate interactions with the Contact Manager
- Enables you to define variables that your customers can use against the Contact Manager to identify and validate their identity
- Populates the relevant fields in a Contact record based on the match returned in the Contact Manager
- Enables the Contact Manager to associate contact numbers matched from multiple channels with ACD and Designer
The lookup module uses the following properties to perform the lookup.
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Lookup Phrase | The message played on initiating the lookup. |
Variable Used for Lookup | The input variable used for the lookup. The lookup module matches this value with the lookup key. |
Lookup Source—Service or Contacts | The lookup source is either SERVICE or CONTACTS. |
Key to Lookup | The lookup key for the SERVICE is PHONE or ACCOUNT and for the CONTACT is all system fields and 100 custom fields. |
Lookup List | The lookup list for the SERVICE is service IDs and for the CONTACT is contact group IDs. |
After the lookup is complete, any of the following events occur.
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Success | The lookup returns one successfully matched account. |
No Match | The lookup returns no matched account. |
Multiple Match | The lookup returns more than one matched account. |
Scheduled Callbacks for Designer Desktop
You can now enable an agent to view any assigned scheduled callbacks associated a contact. To facilitate this feature, the Callbacks element is added to the Contacts group on the Design subtab of the Designer window.
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The Design subtab appears on the Desktops tab of the Designer window. |
SMS Profile
To better meet your business goals, you can now configure the contact window based on compliance policies for SMS services (in addition to voice services). To facilitate this feature, the following changes are made:
- The SMS tab is added to the Profile window. You can use this tab to tab to add policies to a profile to determine whether you can send SMS messages to your customers or to determine on which day of the week and during which period you can send SMS messages to them.
- The SMS Compliance Enabled checkbox is added on the ACD Settings tab of the Services window. This This checkbox, which is selected by default, indicates if the SMS messages sent by agents must comply with the policies in the profile assigned to the service. If you retain the status, SMS messages sent by sent by agents consider the profile policies. If you clear the checkbox, agents can send SMS send SMS messages regardless of the profile policies.
- The Outbound Compliance Enabled checkbox on the ACD Settings tab of the Services window is renamed Voice Compliance Enabled.
Tickets
You can now create forms for tickets that can be accessed by agents through U-CRM and your customers through the LiveVox Web Widget. This feature is designed to encourage the customers who visit your websites to submit support tickets and feedback that automatically creates a ticket for your agents.
To facilitate this feature, in the Ticketing Config window, the Forms tab is added. The tab contains the following subtabs:
- FORMS: To create a form
- Design: To customize each field (including its attributes and style); specify the validation needed to submit the ticket; add labels or URLs; select a standard or custom ticket field; and add a placeholder for additional instructions
- Activity: To view the tickets that were created using the form; monitor the related activities; and filter the tickets for a specific period
- Change History: To view the history of the form
In addition, on the Design subtab of the Designer window, in the Ticketing group, the Forms element is added.
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The Design subtab appears on the Desktops tab of the Designer window. |
Views
You can now create predefined filters for tickets for yourself, agents, or agent teams to easily find, monitor, and work on tickets without the need for a manual search.
To facilitate this feature, in the Ticketing Config window, the Views tab is added. The tab contains the following subtabs:
- VIEWS: To create a view
- Design: To specify the filter criteria based on the standard ticket fields; specify the columns for the view; and control access to the view
- Preview: To preview the view
- Change History: To view a history of the changes made to the view
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The view appears in the Select a predefined search drop-down list box on the Tickets tab of the Ticketing window and on the Agent Desktop. |
Workflows
You can now configure automatic workflows for a ticket based on certain conditions when the ticket is created or updated, or when a nightly run is initiated. The workflows help you ensure that the tickets undergo a standard process that reduces manual work, saves time, and minimizes errors. In addition, they ensure that all the tickets are handled consistently and in a timely manner.
As part of this feature, you can trigger the following actions:
- Send an email
- Create a work queue task
- Update a field in a ticket
- Call an API function
- Stop the workflow
To facilitate this feature, in the Ticketing Config window, the Workflows tab is added. The tab contains the following subtabs:
- Workflows: To create a workflow
- Design: To design the workflow
- Activity: To view the tickets to which the workflow was applied; monitor the related activities; and filter the tickets for a specific period
- History: To view the history of the workflow
Trusted Partners
You can now define which other LiveVox clients may access information (for example, call recordings) from your LiveVox Portal (LVP), and thus act as your trusted partners. You can use this feature if you are an outsourced collection agency or if you have multiple portals that utilize PDAS. To facilitate this feature, the Trusted Partners tab is added to the Client window.
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- The Client window appears when you click the Client option in the Services section of the Configure tab.
- This feature comes at an additional cost. Contact your Account team to enable the feature.
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After a partner is added based on your request, you can approve the partnership by using the Approve button. However, the partnership is not confirmed unless the added partner also approves the partnership.
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- The Approve button appears when you hover over the partner widget.
- To remove the partnership, you can use the Revoke button, which appears when you hover over the widget.
- To revert the change, you can use the Undo button, which appears when you hover over the widget.
- To view the details about the third-party company or the other LVP that is set up for you, you can use , which appears on the widget.
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You can now provide your customers with a single support system through the LiveVox Web Widget, which supports the following channels:
- Chat
- Knowledge Base (KB)
- Ticket
Through the Web Widget, your customers can chat with an agent, access your KB articles, and submit a ticket.
To facilitate this feature, the Web Widget section is added to the Configure tab.
Enhancements in LiveVox User Portal U12
This section describes the enhancements to the existing features in the LiveVox U12 release.
Account Settings
You can now configure the bulk account loading process. To facilitate this enhancement, the Default tab of the Accounts Config window is window is renamed Settings, and the General section is added to the tab. This section contains the following checkbox: If If loading accounts in bulk into LiveVox and the Account already exists in LiveVox do you want to overwrite it?
Adding Scheduled Callback Fields for Reporting
You can now use the scheduled callback data for reporting or audit purposes. To facilitate this enhancement, new fields related to the scheduled callback transactions are added to the Report Writer window to be included in the configured Call Detail Reports.
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The Report Writer window appears when you click the Report Writer option in the Input / Output section of the Configure tab. |
To view the scheduled callback fields:
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- Navigate Go to Configure > Input / Output > Report Writer.
- Click In the Report Writer window, on the General tab.Click , click Add Mapping.
- The In the Add Mapping popup window appears.Select Schedule Callback from window, in the Table drop-down list box, select Schedule Callback.
- Click the Field drop-down list.
The Field scheduled callback fields appear in the drop-down list displays all the schedule callback fields.
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Additional SMS Call Flows
The following fields in the Settings section of the Services window are renamed as specified:
- SMS Optin Message to SMS Opt-In Message
- Email Optin Message to Email Opt-In Message
Previously, users were provided with only SMS Blast as LV standard Call Flow.
Additionally, the SMS Opt-In Message drop-down list box contains the following standard call flows in addition to SMS Blast:
- SMS UAD Opt-In
- SMS UAD Widget
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The three standard call flows are available as the standard templates when you create an SMS campaign from the Campaigns window or the Contact Manager. |
ADN Version Upgrade
The Agent Desktop Native (ADN) application is now upgraded to the 7.2.0 version.
Agent Export Step
When you now modify the Agent Export Step on the General tab of the Jobs window, the following options now appear in the Edit Job Step window:
- Include Services (include services)
- Export Format (agent export format)
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The Jobs window appears when you click the Jobs option in the Input / Output section of the Configure tab. |
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Agent Scheduling
To enhance usability, the Agent Scheduling option now also appears in the WFM section of the WFO tab.
Assessor
Score Tab
The Score tab of the Assessor window is now modified as follows:
- The columns appear in the following order:
- Agent
- Date
- Duration
- Type
- Interaction
- Score
- Account
- Disposition Code
- Service
- Call Center
- Campaign
- Original Account
- Call Session Id
- The Filter and Calls section titles are removed.
- An advanced search icon (Image Modified) is provided for filtering. In the window that appears when you click the icon:
- The Scored Only checkbox appears.
- The field group name is changed from Consumer to Contact.
- The title of the Create Task pop-up window is changed to Create Coaching Task for Undefined.
- When you create a coaching task and any e-learning content, the notification messages that appear are Coaching Task Created and eLearning Content Created, respectively.
- When you click Show Screen or Show Commentsselect the option to show screen or comments, the screen or the comments appear on the left-hand side of the window, beneath the audio bar.
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The Assessor window appears when you click the Assessor option in the Quality Monitoring section of the WFO tab. |
Exporting Search Results
You can now export the searched list in any searched interactions to a CSV file by using the Export button on the Score tab of the Assessor window.
Scoring Method
When creating a scorecard, you can now specify the method of scoring. To facilitate this enhancement, the Scoring Method field is added to Settings subtab of the Design-Scorecards tab. This field contains the following options:
- Basic: This option, which is selected by default for a new scorecard, indicates that the scorecard does not support a weighted score.
- Weighted: This option is selected by default for an existing scorecard. Select this option if you want the scorecard to support a weighted score.
Review Tab
The Review tab of the Assessor window is now modified as follows:
- The Export button is moved to the top-left corner.
- The bottom toolbar is removed.
- The Filter and Summary section titles are removed.
- An advanced search icon ( Image Modified ) is provided for filtering. In the window that appears when you click the icon, the field group name is changed from Consumer to Contact.
Scorecard Details
The export from the Review tab now includes more details about scorecards (Passed/Failed), along with the acknowledgment and arbitration details.
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Scorecard History
You can now view the following details about a scorecard:
- Date and time when the scorecard was created or updated
- Name of the user who created or updated the scorecard
- Former and updated values of fields in the scorecard
To facilitate this feature, on the Design-Scorecards tab of the Assessor window, the History tab is added.
Billing Tab
The Billing tab of the Client window is now enhanced as follows:
- The Channels section, containing the following options, is added:
- Voice Channel
- SMS Channel
- Email Channel
- Chat Channel
- The Ticketing section is renamed Customer Care.
- The Chat Channel option is moved to the Channels section.
- The Transcribe option is moved to the Speech section.
- The following options are moved to the WFO section:
- Advanced Agent Scheduling
- E-Learning
- The following sections are removed:
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The Client window appears when you click the Client option in the Services section of the Configure tab. |
Caller ID Configuration for Manual TransfersThe ability to have the Caller ID configurable for Manual Transfers is now available, and you can request it through work order to follow one of the following three settings at the service level:
- Customer phone number (default value).
- Service's Caller ID being either the Outbound CID or Inbound number dialed.
- Fixed Number (as specified by the client).
Campaign Statistics
Previously, campaign statistics were available as an aggregate of campaigns within a Service. This enhancement allows for current-day campaign statistics for the individual campaigns within a Service. The following data is available to be retrieved through API at the Service ID level and/or the Campaign ID level:
- Uploaded
- Loaded
- Completed
- Remaining
- Time zone data
This This enhancement is for only active campaigns (that is, campaigns that are playing, paused, loaded, or built).
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Consent Module
The SMS consent module now contains the following properties:
- Keywords to opt in the Service (comma separated): This property contains the keywords to opt for a service. The default values are START, BEGIN, CONFIRM, SUBSCRIBE, and CONTINUE.
- Keywords to opt out the Service (comma separated): This property contains the keywords to opt out of a service. The default values are CANCEL, UNSUBSCRIBE, and STOP.
The consent module also allows adding up to 20 additional keywords in both opt-in and opt-out properties.
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The additional keywords must be alphanumeric without any space and must be unique. |
You can now configure the custom export directory on the SFTP server to store all exported files. To facilitate this enhancement, on the Import/Export Jobs tab of the Contacts window, when you add a job, the Export Path : sftp:// field is added to the Jobs window. The default value in this field isis /ftpOut.
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