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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 U12

This section describes the new features in the LiveVox U12 release.

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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
  
  • Scheduled Time: Total scheduled work time
  • Actual Time: Total time an agent logs onto a desktop and performs work
    • Active Time: Wait time + On-call time + Wrap-up time, expressed as HH:MM:SS (Hours:Minutes:Seconds)

  • Time in Adherence: Total time of agent adherence to the scheduled time

• 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

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Email and SMS Channels

You 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.

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Export Format Editor

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. 

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IB SMS Routing

You 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 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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Inbound Phone Volume Report

You 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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Input Filter

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 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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KB Portal

You 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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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.

After the lookup is complete, any of the following events occur.

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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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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.

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Tickets

Forms

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.

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

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

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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.

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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Web Widget

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.

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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?

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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.

To view the scheduled 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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ADN Version Upgrade

The Agent Desktop Native (ADN) application is now upgraded to the 7.2.0 version.

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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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Agent Scheduling

To enhance usability, the Agent Scheduling option now also appears in the WFM section of the WFO tab.

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Assessor

Score Tab

The Score tab of the Assessor window is now modified as follows: 

• The columns appear in the following order:
  1. Agent
  2. Date
  3. Duration
  4. Type
  5. Interaction
  6. Score
  7. Account
  8. Disposition Code
  9. Service
  10. Call Center
  11. Campaign
  12. Original Account
  13. 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 select 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.

Exporting Search Results

You can now export any searched interactions to 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.

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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:
  • Agents
  • Quality Assurance  

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The additional keywords must be alphanumeric without any space and must be unique.

1. Navigate to Configure > Contacts > Contacts.
2. In the Contacts window, click the Import/Export Jobs tab, and then click Add.
3. In the Jobs window, select the value Contact Export in the Job Type field.
4. In the Export Path : sftp:// field, enter the custom export directory path.
   

1. Navigate to Configure > Contacts > Contacts.
2. In the Contacts window, click the Import/Export Jobs tab, and then click Add.
3. In the Jobs window, select the value Contact Import in the Job Type field.
4. In the File Name Pattern field, enter a pattern for the filename.
   
   
   

1. Go to Configure > Agents > Agent Desktop.
2. Click the ScreenPop tab.
3. Click the More Options icon (...).
4. In the Source drop-down list box, select the value Contact or CallFlow. 
   
5. In the Key drop-down list box, select the fields as required, and then click click OK.

The Properties subtab appears on the Desktops tab of the Designer window.

The Design subtab appears on the Desktops tab of the Designer window.

The Knowledge Base (KB) feature is currently in the Beta phase of development.

These options appear on the Channels tab for a contact.

To add multiple SMS gateways, contact your Account team.

The Client window appears when you click the Client option in the Services section of the Configure tab.

1. Go to Configure > Services > Client > Security.
2. Specify a value in the Password Reuse Restriction Count field.
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3. Click Save.

• You can add and manage DNC Jobs.
• The DNC window appears when you click the DNC option in the Contact section of the Configure tab.
• The Jobs tab appears only if the DNC type is set to Dial-time Phone DNC.
• Contact the LiveVox Customer Care Team to create required FTP folders for your site. 
• For importing a file, see the the Uploading Files Using the FTP Browser section  section of the LiveVox Administrative User Guide.

• Call-recording audio file is required for each record in the CVS metadata file.
• Audio files must be a web-supported audio type for the browsers that you use for Assessor (for example, MP3, MP4, MPEG, WebM).
• Contact the LiveVox Customer Care Team to create the required FTP folder for your site.

The Ticketing Config window appears when you click the Tickets Config option in the Ticketing section of the Configure tab.

The WFO Config window appears when you click the WFO Config option in the E-Learning section of the WFO tab.