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Routing Inbound SMS Messages

You can now use a separate short-code or long-code SMS number to route inbound SMS messages that are not triggered by any outbound SMS message to a service.

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rootLiveVox U13 Early Adoption Release Notes




Notifying Agents of Work Schedule Changes

Agent Scheduler generates QM Work Queue Notification task for Agents if Non-active time or Published shifts are updated by manager.

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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 U13 release.

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New Features in LiveVox U13 User Portal 

This section describes the new features in the LiveVox User Portal Early Adoption release.

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Analytics
Analytics
Analytics Tab

You can now view the visual representation of predefined analytics reports in the Analytics tab and to enable you to make better decisions based on the insights.

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BICIDS
BICIDS
Blocking Inbound Caller IDs

The You can now block inbound callers for a specified duration by using the new Block Caller ID editor feature (under in the Voice section of the LiveVox Portal) allows you to block inbound caller IDs for a specified duration. You can also add, remove, import, export, and search for inbound caller IDs through.

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CDTW
CDTW
Configuring Designer Teckst Widget

Now, you can configure You can now use the Teckst widget which enables to enable agents to send SMS from SMSes through the Agent (Designer Desktop. You need to enable the Allow Teckst option and specify the Teckst Client ID under the Properties tab of the desktop page. The system allows you to configure the Teckst widget ) Desktop for the following desktop pages:

  • Contact List
  • Contact Highlight
  • Contact Directory
  • Contact Details
  • Contact Actions
  • Tickets List
  • Work Queue
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  • You must enable the Allow Teckst option and specify the Teckst Client ID on the Properties subtab, which appears on the Desktops tab of the Designer window.
  • To obtain the Teckst Client ID, contact Contact the LiveVox Customer Care Team for the Teckst Client ID.

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DMFAD
Selecting a Digital Mode for Agent Desktop

The You can now select the Voice Agent mode or the Digital Agent mode for an Agent Desktop by using the new Desktop Mode drop-down menu (Agent Desktop editor) allows you to choose either the Voice Agent or Digital Agent modelist box of the Agent Desktop window.

ModeAgent Desktop Options
Voice Agent
  • Agents Panel OnlyAgent Panel 
  • Agent Panel + Extended Panel
  • Agent Panel + Designer
Digital Agent
  • Agent Panel + Extended Panel
  • Agent Panel + Designer

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Viewing Email and SMS Service Providers

You can now view the service providers for email and SMS channels.

Enhancements in LiveVox U13 User Portal 

This section describes the enhancements to existing features in the LiveVox User Portal Early Adoption release.

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AcctViews
AcctViews
Account Dashboard Views

You can now create account dashboard views for yourself, agents, or agent teams to easily find and monitor accounts without the need for a manual search.

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acdsettings
acdsettings
ACD Settings Tab

The ACD Settings tab of the Services window is now renamed Agent Desktop and displayed as a section on the Settings tab.

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AAAHCAWH
Adding an Agent Hourly Cost and Available Work Hours

You can now add an hourly cost for an agent , and the number of hours for which an agent is available.

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ASOWQ
Agent Schedule on Work Queue

Managers You can now see the agent schedules schedule (overlapping) when processing schedule the queue tasks.

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Assessor
Assessor
Assessor

The Assessor feature has settings now have the following enhancements:

  • Call transcription transcriptions for Agent and Caller is an agent and a caller are displayed separately.
  • The following speech analytics attributes are displayed for all voice calls:
    • Agent Talk Time
    • Customer Talk Time
    • Silence Duration
    • Max Silence Duration
    • Max Silence Duration Start Time
    • Talkover
  • Search allows The search option enables you to filter recordings.

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servicetype
servicetype
Basic

(Auto)

Service

Type

To improve the U-CRM experience, the AgentReg (Auto) service has been is now renamed as Basic (Auto) and enhanced with blended multi-channel capabilities.

The Basic (Auto) service is routed through an automated cloud and supports inbound and outbound interactions containing the following features:

  • Outbound voiceInbound and inbound voice
  • Attended automated voice campaigns
  • Automated email Email and SMS campaigns
  • Inbound email and SMS campaigns
  • Bi-directional Two-way email, SMS, and chat communication
  • Click-enabled voice, email, or SMS and SMS (with the purchase of U-CRM)
Note

  • The Basic

    (Auto) service

    service runs through LiveVox's automated queuers and does not support the following features:

    • Preview All campaigns
    • HCI or 10DMT campaigns
    • Unattended voice campaigns
    • Whisper voice campaigns
  • If you are using the AgentReg (Auto) service, it will be changed to the Quick Connect (Auto) service during the U13 upgrade.

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BillingDuration
BillingDuration
Billing Duration Report

The Billing Duration report has contains the following label changesenhancements:

  • Report The report name to is now Estimated Billing Duration Report.
  • The Rounded Duration (Mins) field to is now Estimated Duration (Mins).
  • The Charge field to is now Estimated Charge.
  • The Rounded IVR Duration (Mins) field to is now Estimated IVR Duration (Mins).

There is also In addition, a note is added to indicate that the report displays only the estimated values.

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The invoice that LiveVox sends at the end of each billing cycle contains the exact values.

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Customizing Accounts and Contacts Lists for Agents

You can now hide the Accounts, Contacts, or Tickets tabs in the Accounts List and Contacts List sections of the Agent Desktop.

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Customizing Columns in the Call and Screen Recording Reports

You can now customize the columns that appear in the Call Recording Report and the Screen Recording Report.

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If the Speech Analytics feature is enabled, you can now generate the Call Recording Report for the following attributes for voice calls:

  • Agent talk time
  • Customer talk time
  • Talk duration
  • Silence duration
  • Maximum silence duration
  • Maximum silence start time

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InputFilter
InputFilter
Input Filter Enhancements

The Input Filter feature now contains the following enhancements:

  • Allows up to a maximum of 30 substitution entries.
  • Allows you to select today’s the current date or any other date for Date datatype substitution entries.
  • Supports full name transformations.

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KnowledgeBase
KnowledgeBase
Knowledge Base

The Knowledge Base (KB) feature contains the following enhancements:

  • Supports configuration to show or hide article highlights. 
  • Provides options to choose whether to display articles in the Knowledge Base Portal on the KB portal or a new tab. 
  • Allows the addition of tags. 
  • Supports configuration of Categories categories and Section values available sections for searching in a Knowledge Base portal. the portal
  • Displays the related error message if the web crawler or the loading of the an article fails. 

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queuemonitoring
Monitoring Email and SMS Queues

You can now monitor the email and SMS queues of agents in real time, including the statuses of the email and SMS threads.

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NTDTOR
NTDTOR
Notifying the

Notification About Deleted Time-Off Requests

You can are now receive notifications when agents delete notified when an agent deletes a time-off requestsrequest. If there is a pending approval work queue item exists, the status of the work queue item changes to Cancelled with is changed to Cancelled and Agent Cancelled added is added as the reason.

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operatortransfer
Notifying Agents of Inbound Emails and SMSes

To improve the efficiency of agents, inbound emails and SMSes now appear in the agents' inboxes only when the result of a call flow connector is Operator Transfer.

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NAOWSC
NAOWSC
Notifying Agents of Work Schedule Changes

Agent Scheduler now generates QM Work Queue Notification tasks for agents if you have updated inactive time or published shifts.

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PDAS
PDAS
Phone Dial Attempt Supervisor (PDAS)

The PDAS feature now has the following enhancements:

  • Determines the trusted partners based on the LVP-Client Trusted Partner configuration, and hence the Trusted Partner tab is now removed.
  • Highlights the violated rules and the reason for the violation.
  • Provides the Export export option to allow clients enable you to export their your DND list. 

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reportprinting
Printing the Call and Screen Recording Reports

You can now print the Call Recording Report and the Screen Recording Report.

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callrecording
Recording Calls

You can now record calls between agents during a warm transfer. 

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RenameReport
Renaming

of

Account Lookup Report 

The Account Lookup report is now renamed as the Contact Lookup report.

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Retaining Messages in Personal Inbox

You can now configure the duration for which you want to retain the unresolved email and SMS messages in the personal inbox of agents before the messages are moved to the group inbox.

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UserPref
UserPref
Saving Custom Preferences

Custom Your custom preferences, such as rearranging and resizing of columns and the search criteria in the Assessor screen window, are now saved and displayed when you navigate navigate to other functions in the LiveVox Portal and come back then return to the Assessor, window or when you logout from log on to the portal and log back inagain.

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svibosd
Searching for a Voice Interaction Based on the Silence Duration

You can now search for a voice interaction based on the duration of silence.

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timeperiodinboundefficiencyreport
Specifying Time Period in Inbound Efficiency Report

You can now specify the start time and end time when generating the Inbound Efficiency Report.

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SMSAction
SMSAction
Support for SMS Action

You can now enable SMS notifications to for users on their mobile devices. Users can also configure an SMS message and a phone number to send the an SMS.

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SIVRIJS
SIVRIJS
Supporting Inbound Volume Report in Job Scheduler

New A new, view-only Inbound Phone Volume step is available under the Reporting Step of Job Scheduler. When generating this report through the Job Scheduler, two new parameters are available as below:

  • Caller Id Pkg (lcid_pkg_id): Generate the report for selected Caller Id Package
  • From Phone (phone): Generate report for the specified phone

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smsthread
Threading SMS Messages

Inbound SMS messages are those that are sent by customers

If the phone number and the short/long-code SMS number linked to an inbound SMS or a manual SMS campaign are the same as those for a previous interaction, the thread that was used for the previous interaction is now used for the new interaction. If a previous interaction does not exist, or if the SMS campaign is new, a new thread is created.

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Manual SMS messages are one of the following:Messages that are sent by agents in response to messages sent by customers

  • Transactional SMS messages sent by agents
  • Automated messages sent through call flows

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    TicketForm

    ticketing

    Ticket Form

    Ticketing

    • You can now create more user-friendly
    forms as designing of a form has the following enhancements
    • ticket forms due to the following enhancements introduced when designing a form:
      • Allows the formatting of static fields, the addition of blank rows, and static URLs
      .
      • Supports conditional logic where based on the value
      entered
      • specified for a ticket field, the form displays
      the
      • related labels and fields for entry.
    AnchorTicketingListTicketingListTicketing ListThe Ticketing List has the following updates:
    • You can now create ticket list lists and dashboard views for yourself, agents, or agent teams to easily find and monitor tickets without the need for a manual search. You In addition, you can perform an Advanced Search advanced search based on all custom fields and multiple values for each search field. You can also perform a search against with a blank or null field.
    AnchorTicketReportsTicketReportsTickets Reports DashboardThe Tickets Reports Dashboards has the following enhancements:
    • You can now create ticket dashboard views for yourself, agents, or agent teams to easily find and monitor tickets without the need for a manual search. You In addition, you can view the total number of accounts assigned to each agent and agent team in the Agent agent and Agent Teams agent team widgets.

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    WorkQueue
    WorkQueue
    Work Queue

    The search feature in of the QM Work Queue and QM Work Queue Performance Reports screen windows is now enhanced to match the standard search used across the applicationLiveVox Portal.