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This version provides a new Screen Recording option to schedule screen recording jobs in bulk. This job delivers Screen Recordings along with an Index file to the Screen Recording Out SFTP Server as a ZIP file every day at the scheduled time, based on your time zone preference. Zipped batched screen recording job configuration is available from the Screen Recording link under Jobs tab of Client editor. Zipped call recording jobs generate records for the previous day.

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General Tab

* required fields

• Description - Displays the description of the bulk screen recording job.
• Enabled - Allows you to enable screen recording standard job. If you want to pause/terminate standard job, deselect.
• Index File Format* - Custom file format, available from the drop-down list, to be included in the screen recording zip file. This custom file format is created by using the Report Writer.
• Output Index File Name* - Name of the generated index file with the extension. For example, livevox.txt. Text file is preferred.
• Output Screen Recording File Name* - Name of the generated screen recording file with the extension containing the batch of screen recordings. For example, livevox.zip. Must be a zip file.
• Compress Zip - Allows you to enable/disable compression of recordings. The generated zip file is smaller in size since compression takes place at the recording level.
• Split By Call Center - Allows you to split the standard screen recording jobs by call center. The zip files are stored in the specific Call Center zip file.
• Call Center -  Allows to choose the call center(s) when using the Split By Call Center option for Standard Screen Recording jobs.
• Password enabled - Allows you to enable password protection for the zip file. 
• Password - Allows you to specify the password.
• Decrypt Screen Recordings - Allows you to enable/disable decryption of recordings. When the recordings are encrypted using the LiveVox PGP key, this option allows the recordings to be decrypted before the zip process. It is recommended that this option remains selected unless you want an encrypted file.
• Minimum Screen Recording Duration - Allows you to define minimum screen recording duration to be included in daily batches. For example, the number 10 processes all recordings with duration greater than 10 seconds.
• Maximum Screen Recording Duration - Allows you to define maximum screen recording duration to be included in daily batches. For example, the number 100 processes all recordings with duration less than 100 seconds.
• Notification Status as Email to - Email address to send job status notifications. For example, abc@livevox.com.

• Run everyday at* - Allows you to define the time to run daily batches. For example, 01:00 schedules the job to run at 1:00 AM local time.

• Execute 4 time per day - Allows to run the job 4 times a day. The job runs at 6 hour intervals if the Execute 4 times per day option is enabled.

Job History Tab

Tracks standard screen recording job and its status (success or failure).

Users can view the screen recording steps from the Jobs editor.

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This section describes the new Ticketing System and the tools available to manage the Tickets. You can access Ticketing by navigating to Config > Ticketing. The Ticketing System offers the following tools:

• Tickets - Allows you to create, view, edit tickets, add notes, attachments to tickets and associate tickets to any contact and/or account.

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• Tickets Dashboard - Allows you to get an overview of the actions performed on the tickets.

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• Tickets Admin - Allows you to configure Ticket settings for client.

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With this release, Assessor provides a mechanism for delivering and tracking coaching that is integrated with individual quality monitoring evaluation scorecards. It helps users to provide better guidance to agents and help enhance their skills.

• Assessor users can mark a recording as an item for the Content Library and a Coaching task. They can identify and note a specific section of the call for coaching.
• Users can add documents in PDF, CSV, PPT, Word formats and external links to the Content library.

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• Content Library supports multiple search criteria which allows the users to search for specific content.
• Users can assign library content to one or more agents for review.

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Assigning Library Content to Agent

• User can assign the content added to the Content Library to one or more agents for review, acknowledgement, and completion.
• User is notified when task is completed by the agent. 
• Questions by agents regarding e-learning or coaching tasks are assigned back to the user, which can be addressed by the user and re-assigned back to the agent.

Agent Scheduling Tasks

• Agent is unavailable - depending on the configuration, users may receive a notification task in their work queue when an agent sets to be unavailable from the agent schedule viewer. Any action (accepting or rejecting the request) taken by the user results in a notification task back to the agent.
• Agent offers shift swap - agents can offer shift swap request to other agent. The agent receiving the swap request can accept or reject the request. If the swap request is accepted by the other agent and user (manager) approval is required, a notification task is sent to the user for approval. Any action (accepting or rejecting the request) taken by the user results in a notification task back to both agents.
• Agent offers shifts - Agent Scheduler allows agents to offer shifts, which creates a task for the manager to accept or decline the request.

Work Queue Performance Report

The Work Queue Performance report allows users to view the details of all Work Queue tasks and filter by specific criteria to see the current status of a task. Users can generate Agent, Arbitrator and Manager task performance report. Navigate to WFO > Quality Assurance Reporting > Work Queue Performance Report to access the Work Queue Performance Report on Voice Portal.

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Agent tab of QM Work Queue Performance Report provides Agent's performance details in processing Workflow Tasks:

Search Criteria:

• Agent
• Task Date Range
• Task

Report Detail:

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

Arbitrator tab provides details of the Arbitrator's performance in the Workflow Tasks assigned.

Search Criteria:

• Arbitrator
• Task Date Range
• Task

Report Detail:

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

Manager tab provide details of manager's performance in the Workflow Tasks the scoring of the calls.

Search Criteria:

• Assessor
• Agent ID
• Call Date Range
• Service
• Min Days to Complete Evaluation

Report Detail:

• Assessor
• Agent ID
• Account
• Evaluation Completion Date
• Number of Days Required to Complete Evaluation

Enhancements in LiveVox User Portal U11

This section describes the enhancements to existing features in the LiveVox <release name> release.

With this version, if a cookie or session expires for a monitoring page, then users are redirected to login page.

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This feature provides the following enhancements:

• Allows users to define encrypted fields for sensitive data
• Allow users to define which components and roles have read/write access to these encrypted fields

When Encrypted Fields are enabled on the Client level, users now have the ability to view and re-label up to five dedicated encrypted fields in Fields editor under the Contact entity.

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The Fields editor provides the ability to edit and define what applications will have read/write access to these encrypted fields.  

To verify encrypted fields are enabled go to Configure>Client/Service>Client>Billing tab. When enabled, under General, the Encrypted Fields will be checked.

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New Accounts Editor New Accounts Editor

Account Editor

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

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New Coaching and e-Learning Options New Coaching and e-Learning Options

Coaching and e-Learning Options

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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Ticketing System

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.

You can select the fields to be displayed on the highlight screen and the data to be displayed for an agent or other users for each defined ticket type.
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Voicemail Recording Report

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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  This parameter is available only in voicemail 2.0.

  
  

• Call Center
• Service
• Phone Dialed
• Account
• Sort By: To sort the generated list by voicemail start time, mailbox, account, or phone.
• Transfer Connect Duration: The specific call length.
• Service Type

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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.

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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.

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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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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.

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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:

• 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.

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  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.

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  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.

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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:

• 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.

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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.

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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 Assessor - Export Evaluations

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 Bot Engine - Support for V2 of Dialogflow APIs

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.

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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​.

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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. Image Added

  
  

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  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. Image Added

  
  

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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.

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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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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.

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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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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.

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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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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.

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

For instructions on how to enable the new BOT integration, contact the Client Services team at client-services@livevox.com.

This version provides a new option IB Email Domain under Settings tab of Services editor. It allows users to specify a unique inbound email domain for inbound email routing.

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With this version, you can 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 a waterfall fashion 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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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 has now contains a main tool bar for   Desktop, Scripts Scripts, Functions Library, and Images Library resources. Below each are specific tabs to support functionality of each component.

Previouly,

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• New Desktop search option

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• The Design tab lets you 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 tab shows the properties of the component selected in the canvas below. The Properties tab is also auto displayed by double-clicking the component within the Desktop page.

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

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• The new Preview tab is used to view what the Desktop page or Script will look like in actual use.
  • The Preview option allows 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 Beginning or From 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 new script
  • Search for and Open a specific script
  • Edit an existing script
  • Save the current script
  • Delete a script
  • Import a script
  • Export a script

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

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In this version, users can configure custom fields for the following new entities:

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

Users can add new custom fields, define label and data type for these fields and associate them to the respective entity.

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This release allows users to define a field in Contact Manager as a drop-down list. This offers the following advantages to users: 

• Ability to define a custom field as a list in Fields editor
• Ability to define what values are available for custom fields defined as a list field
• Ability to view the list field as a drop-down pick list in Contact Manager as defined in Fields editor
• Ability to use segmentation and basic or advanced search to display drop-down fields as defined in Fields editor.

Agent have the ability to view the pick list, once its defined in Contact Manager.

With this version, the Import/Export Jobs tab allows you to create up to six Contact manager import jobs.

With this version, the Contact History tab of Contact manager is renamed to Interactions tab.

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With this version,

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The Interactions tab allows users to view Email, SMS, and Chat interactions as one grouped thread.

• A thread for email is defined as a sequence of responses to the same subject line. Clicking on the email icon (Image Removed) opens the email thread as shown below.
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  The Details tab shows the information about each email in the thread.
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A thread for chat is defined as series of chat interactions within the same session. Clicking on the Chat icon (Image Removed) opens the chat thread as shown below.
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The Details tab shows the information about each chat in the thread.

With this version, the voice interaction icon is changed to Image Removed from Image Removed .

Users 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

Users can configure Contact and Call Flow fields for widgets which has Request Parameter.

To configure these fields:

1. Navigate to Configure > Agents > Agent Desktop > Extended Panel.
2. Select the widget which has Request Parameters.
3. Click the Expression Builder link.
4. Expression Builder pop-up appears.
5. Click the arrow in the upper-right corner. Here, users get newly available Contact and Call Flow fields to add in Expression Builder.
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Contact and Call Flow fields in Desktop Native Tab

When adding the entry to Desktop Native Commands, this version provides new Source field with the following options: Default, Contact, and Call Flow. Also, this version adds Source as a new column to identify the source associated with the command.

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If Source is Default or Contact, fields are available in Data drop-down (refer above screenshot). If Source is Call Flow, users can configure the call flow variables by clicking the link next to Data option.

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To further strengthen security offering, users will no longer be able to view passwords for jobs regardless of their permissions. This applies to call recording, FTP, FTPS, Screen Recording, and SFTP jobs from Jobs tab of Client editor. 

The below example shows the Show Password checkbox available for standard call recording job.

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With this version, users cannot view the password for the jobs from Jobs tab.

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This version provides a new Call Center option to choose the call center when using the Split By Call Center option for Standard Call Recording jobs. Also, this version provides another new option to run the job 4 times a day. The job runs at 6-hour intervals if the Execute 4 times per day option is enabled.

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In this version, the CDR Plugins format includes a new field, LCID Package ID which returns the LCID package ID for the call.

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In the earlier versions of LiveVox, the Call Records are stored on disk. In this version, clients can opt to store call recording objects in cloud (AWS S3).

To verify the enabled Enhanced Call Recording Storage option for the portal, navigate to Configure > Client / Service > Client > Billing > General.

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If enabled, this feature provides the bucket per client on AWS S3. Folder structure on AWS S3 to access the Recordings is:<client-bucket-name>/<object_type>/<service_id>/<object_id>/<object_id>.mp3.aes
For Example, lvrecording-697dab3b7aad5493e053e601c90af1aa/callrecording/34122/37a154f8-462f-bf0d-d162-016a91a3a4eb/37a154f8-462f-bf0d-d162-016a91a3a4eb.mp3.aes

This version provides new Campaign Pattern option to search the Campaign Line Summary Report. It allows user to search by a portion of the campaign name. This is useful for running reports for a segmented campaign with a similar filename. 

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In this version, the Agent details page is redesigned to enhance the user experience.  

This version allows you to add an agent profile picture when the agent is created.

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Previously, the Agent Details included the following configurable tabs:

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

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With this version, the Agent Details configurable tabs have been consolidated as follows: 

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

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The Change Password option has been moved from the Info tab to the main screen. Clicking on the  Change Password  link presents the below screen:

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Info Tab

Info tab has a new Channels section. 

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Skill Tab

Previously, Agent Skill Mapping tab was as shown below:

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With this version, Agent Skill Mapping tab is renamed as Skill. The mapping view includes a new design on the mapper feature without arrows. Users can click on the skill on the list to move to the other list. The Assign All and Remove All buttons to move all the skills from one list to the other. Additionally, a search field is added to filter both lists at the same time, and facilitate users to find the skill they are looking for.

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Services Tab

Previously, the Services Mapping tab was as shown below:

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With this version, Service Mapping tab is renamed as Services. The mapping view includes a new design on the mapper feature without arrows. Users can click on the service from the list to move to the other list. There are still an Assign All and Remove All buttons to move all the services from one list to the other. Additionally, a search field is added to filter both lists at the same time, and facilitate users to find the service they are looking for.

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Change History Tab

Previously, the Change History tab was displayed as:

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With this version, the Change History tab is displayed as:

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Schedule Callback Tab

Previously, the Schedule Callback tab was displayed as:

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With this version, the Schedule Callback tab is displayed as:

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Enhancements in this release provide greater Shift Management flexibility: 

• Ability to assign agents to multiple shifts per day
• Ability to change the hours for the shift and breaks per shift
• Ability to schedule multiple breaks per shift
• New Change History tab of Agent Scheduling editor provides the details of the changes made to Shift Assignment, Shift Creation, etc.
• Ability to allow the manager to accept or decline shift swap requests initiated by the agent.

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This release offers the following enhancements to the Audio and Video playback in Assessor:

• Ability to increase the speed of playback for the Audio and Video playback in Assessor
• Ability to forward or rewind multimedia by 15 seconds

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

Assessor provides users the ability to generate and export the evaluation report with one Evaluation or multiple Evaluations. With this users can get more details about specific evaluations and utilize the same for training.

Users can click the plus sign (+) on the selected evaluation to view additional details of the scored calls. They can also view individual evaluation details by double-clicking the specific evaluation which displays the Categories, Questions, Answers, Score, Evaluation and follow-up questions.

Known Limitations

This section contains the known behaviors, system maximums, and limitations in the LiveVox U11 release.

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Known Issues

This section contains the known issues in the LiveVox U11 release.

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Fixed Issues

This section contains the issues fixed in the LiveVox U11 release.

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