Page History

SFCEFICM SFCEFICM

Support for Customized Export Format in Contact Manager

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

Insight

Anchor
threadact threadact

Email and SMS Threads on the Monitor Dashboard

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

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

Anchor
chatmonitor chatmonitor

Monitor Dashboard for Chat Queues

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

Non-Voice

Quality

Voice

Enhancements

This section describes the enhancements in the following product categories.

Anchor
wc wc

WhatsApp Campaign

You can now create WhatsApp Campaigns.

Quality

Feature 1

Feature 2

Info
icon false
Support for External Links for E-Learning Filter E-Learning Assignments

Anchor
SFEUFEL SFEUFEL

Support for External Links for E-Learning

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

Anchor

FILTERELEARN

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

FILTERELEARN

Filter E-Learning Assignments

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

Voice

Anchor
AIA AIA

Artificial Intelligence (AI) Agents

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

Enhancements

This section describes the enhancements in the following product categories.

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

Data Management

Anchor
cfe cfe

Call Flow Editor

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

Anchor

cj

cj

Campaign Jobs

You can now add schedule up to 50 values to the LIST data type when configuring a field20 campaign jobs (instead of four) through the Contact Manager.

Anchor

cms

cms

Contact Manager Search

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

Insight

Info
icon false
Email and Messaging Threads

AnchorthreadactthreadactEmail and Messaging Threads

You can now act on email and SMS threads by:

Assigning a thread that is in the group inbox to an agent

Reassigning a thread that is in an agent's inbox to another agent

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

Anchor
notes notes

Contact Notes View

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

Anchor
listdt listdt

List Data Type

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

Anchor
segcri segcri

Segmentation Criteria

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

Anchor
SCRIPT SCRIPT

Contact Update in Script Builder

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

Non-Voice

Anchor

ier

ier

Inbound Email

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
• Email and SMS settings for the services

You can now enable your agents to send/receive SMS messages (mass and transactional) with multimedia content.

You can now enable your agents and customers to send files to each other through web chat. 

Routing

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

Anchor
scp scp

SMS Pacing

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

Anchor
ww ww

Web Widget

The Web Widget now has the following enhancements:

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

Voice

Anchor
monitor monitor

Agent and Call Center Monitor Dashboards

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

Anchor
SFAAFIMPM SFAAFIMPM

Agent Availability on Monitor Dashboard

At the call center level of the monitor dashboard for the voice channel, you can now view the count of agents who are ready to receive calls from an inbound service.

Anchor
UIETCCS UIETCCS

Visual Enhancements to Call Center Settings

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

Anchor
UIETR UIETR

Visual Enhancements to Reports

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

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

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

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

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

  • Clicker Efficiency Report

  • Estimated Billing Duration Report

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

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

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

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

  • Service Efficiency Report

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

  • Recording Events Report

Anchor
voicemonitor voicemonitor

Voice Monitor Dashboard

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

Anchor
vrr vrr

Voicemail Recording Report

The Voicemail Recording Report now has the following enhancements:

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