Page History

The following pages related to the Reporting feature have been migrated to the LiveVox portal:

• Agent Activity Report
• Analytics Dashboard
• Campaign Line Summary Report
• Extended Campaign Report
• Forecast Billing Report
• Hourly Analytics
• Invoice Billing Report
• Operator Transfer Analytics
• Penetration Detail Analytics
• Penetration Summary Analytics
• Real Time Report
• Service Comparison Analytics

Section
Column width 20% Noprint Excerpt Image Removed Image Added Livesearch spaceKey TH Return to User Hub Page Tree expandCollapseAll true root LiveVox U15 Early Adoption Release Notes cost Agent Cost in Agent Scheduling You can now configure the hourly cost of an agent in a new field in Agent Scheduling to calculate the cost of a shift. Reports Column width 80% This document provides an overview of new features and enhancements to existing features of the LiveVox User Portal in the LiveVox U15 release. New Features  This section describes the new features in the following product categories. Data Management Info icon false Export Format EditorSettings External Links  Anchor exp efs exp efs Export Format Editor Settings Report Writer is now moved to the Export Format settings.  Anchor eu eu External Links For sites that do not allow their webpages to be displayed on the Agent Desktop, you can now invoke their external links on the Agent Desktop through Designer. Export Format settings now support Report Writer.  Non-Voice Info icon false Downloadable Knowledge Base ( KB ) Articles New SMS Service Provider Proactive Web Chat Anchor dkb dkb Downloadable Knowledge Base ( KB ) Articles Your customers can now download the KB  Knowledge Base (KB) articles through the web widget. In addition, as they scroll down the list of KB articles on the widget, the list expands to display more articles. Anchor nsp nsp New SMS Service Provider A new service provider is now available to enable you to send SMS or MMS to landline and toll-free numbers.  Note This service provider does not have any message throughput limits. Anchor pwc pwc Proactive Web Chat You can now proactively initiate chat when someone visits your website based on certain conditionsoffer assistance to your customers when they visit your website by proactively initiating chat based on certain conditions (defined by site behavior). In addition to optimizing your website experience, this feature ensures that your customers receive help when required. Quality Info icon false Agent Cost Agent Staffing Forecast and Scheduling Anchor acost1 acost1 Agent Cost in Agent Scheduling You can now configure the hourly cost of an agent to calculate the cost of a shift. Export Format Editor Anchor sche sche Agent Staffing Forecast and Scheduling You can now create agent staffing forecasts based on historical data or presumed work volume. In addition, based on these forecasts, you can create a schedule and manually or automatically assign it to your agents, depending on their availability.  Anchor cost Info icon false Migrated Reports MMS Email Billing Report SMS Billing Report Anchor mrep email	mrep
Anchor
mms

You can now generate the MMS Email Billing Report to identify the count of MMS messages emails that you have launched in a specific duration.

Anchor

sms1

sms1

SMS Billing Report

You can now generate the SMS Billing Report to identify the count of SMS messages SMSes or MMSes that you have launched in a specific duration.

Voice

E911

You can now add the address of your call center and assign a phone number that can to be used in case of an emergency. This feature enables your agents to make an emergency 911 call from any manual service in the call center.

Enhancements

This section describes the enhancements in the following product categories.

Controls

Agent Monitoring

You can now individually enable or disable the call monitoring options (monitor, coach, or barge) on for the monitor dashboard at the client level. 

Data Management

Anchor
cvafc cvafc

Advanced Contact and Ticket Filters

To filter contacts and tickets, you can now use advanced criteria that support conditional logic.

Anchor

auth auth

Authentication Method in Functions Library

When creating API requests that include the OAuth or OAuth2 authentication method on Designer: 

1. In the request from the LiveVox database to your endpoint devices, you can now use the grant type either in the header or in the body.
2. In the response from your endpoint devices to the LiveVox database, you can now use the access token variable either as accessToken or as access_token.

Anchor
contacts contacts

Contacts Element of Designer

The Contacts element of Designer now has the following enhancements:

• Contact Detail:
  • You can create groups and modify their order.
  • You can modify the labels of all fields.
• Contact Directory:
  • You can configure the Contact Directory screen. 
  • You can modify the labels of the phone position fields.
  • You can define which phone position fields appear on the Agent Desktop.
  • You can manage phone, SMS, and email consent.
• Contact Highlight:  
  • You can add custom fields from Contact Manager.
  • You can modify the labels of all fields.
  • You can display the information from contact flow variables and the Transaction table.

Anchor
kb kb

KB Question and Trending

You can now assign questions to a Knowledge Base (KB) article and display the most popular articles and/or questions on the KB portal of your web widget or Agent Desktop.

Anchor
scbm scbm

Scheduled Callback

Routing

You can now route a scheduled callback based on the agent skill defined in For a schedule callback routing, the Schedule Callback module of the Contact flow now allows you to specify the Agent Skill ID (Classification ID) property. A scheduled callback gets routed according to the specified value of the Agent Skill ID.

• When the Agent skill ID value is NULL (Select One option) or not specified at all, the call gets routed to any available agent.
• When the Agent Skill ID value is selected as a Classification ID from the drop-down list, the call gets routed to a respective skilled agent where the Service Group is set to STRICT_CLASSIFICATION or STRICT_OVERFLOW.

a contact flow.

Anchor
scorecard scorecard

Scorecard Category

You can now group similar scorecards by creating a scorecard categoryYou can configure a new Screen-pop widget in the U-CRM that displays the Call Flow information. 

Anchor
snip snip

Snippets in Script Designer

In Script Designer, you You can now create snippets from within your scripts that can be stored and reused. You can also copy and use the pre-set snippets available in the Scripter.the scripter.

Anchor
siq siq

Speech IQ

Call recording files are now sent to Speech IQ as soon as the call recording ends, to instantly process the transcripts, sentiment, and speech analytics data. 

Anchor
workflow workflow

Ticketing Workflow

The Ticketing Workflow now has the following enhancements:

• You can trigger a workflow only when a certain field

• in the ticket is updated (for example, when only the status of the ticket changes to Open).
• The ticket labels that appear when you add a condition to a workflow are more readable.
• When updating a ticket field, the mode of selecting a date for the date fields is enhanced.
• When creating a work queue task, you can specify the due date and due time for the task.
• While sending an email, you can specify the CC and BCC recipients for the email

• .

Anchor
wfo wfo

Work Force Optimization (WFO) Tab

The Speech IQ product is now integrated with the Assessor feature of the LiveVox Portal (LVP) and displayed on the WFO tab as the Speech IQ section. In addition, the WFO tab WFO tab is visually enhanced and its other sections are restructured. The call recording files are now sent to SpeechIQ as soon as the call recording ends, to instantly process the transcripts, sentiment, and speech analytics data. 
Image Removed

LiveVox Support

The LiveVox Portal (LVP) now has the following changes:

• The LiveVox Support option is renamed LiveVox Customer Care.
• The LiveVox Support window is renamed LiveVox Customer Care.
• The Customer Support section in the LiveVox Support window is renamed Customer Care.
• The email address in the LiveVox Support window is changed to customercare@livevox.com.
• The Toll-Free Support Line in the LiveVox Support window is renamed Toll-Free Customer Care Line.
• The Report Problem option is removed.
• The Corporate Headquarters address is changed.

Non-Voice

Anchor
ac ac

Agent Chat Configuration

The single chat configuration that enabled or disabled the agent-to-agent chat and supervisor-to-agent chat is now separated.

Anchor
mb mb

Agent Desktop Messagebook

You can now define which email and SMS messages your agents can use for each Agent Desktop when they send sending a transactional message or respond responding to an inbound message.

Anchor
eascr eascr

Email Address and SMS Code Restriction

You can now assign an email address or SMS code to specific services so that only the assigned address or code is available to the agents who are signed in to those services when the agents send an email or SMS (transactional).

Anchor
src src

SMS Response Code

To improve tracking, an automated or manual SMS response to any inbound SMS is now sent from the short/long code associated with the inbound SMS (that is, the code to which your customer sent the SMS).

Quality

Speech Analytics Data Retention

You can now configure the duration for which you want to retain the Speech Analytics data on the LiveVox platform.

Reports

Call Recording Report

The file naming convention for the call and screen recordings that you can download is now changed to the following format: MMddyyyy_hhmmss_a_phone.mp3.

The new naming convention helps you to match the downloaded call and screen recordings with the records in the generated report. In addition, you can now search for a call recording report by its file name.

Voice

Anchor
dnc dnc

DNC List Import

You can now import the Do Not Call (DNC) list in any file format.

Anchor
spc spc

Secure Payment Capture

Dual-tone multi-frequency signaling (DTMF) tones are now changed to flat sounds so that the screen and call recordings are no longer paused when an agent enters Advanced Secure Payment Capture.

Info
The screen and call recordings pause as normal in Basic Secure Payment Capture.

Anchor
segment segment

Segmentation

In addition to the visual enhancements, the Segmentation window section now has the following enhancements:

• You can delete a segmentation directly from the table by using the new Delete icon.
• When adding or modifying a segment, the segment query editor appears in place of the graph.
• The Manage Criteria button and panel are removed. You can view existing criteria in the Segments tab of the Segmentation panel.