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Agent Scheduling in Mobile Application 

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rootLiveVox U14 Early Adoption Release Notes




Feature 1

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Data Management

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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 U14 release.

New Features 

This section describes the new features in the following product categories.

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Agent Thread Limits

You can now specify the number of unresolved chat, email, and SMS threads that each agent can add to their inbox.

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Customized Contact Views

You can now create customized easily segment, track, prioritize, or manage contacts by creating customized views of Contacts contacts for yourself and your agents.

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Export and Import of Accounts and Tickets

You can now manually export and import Accounts accounts and Ticketstickets. In addition, you can enable your agents to import Accounts and Ticketsaccounts and tickets.

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Knowledge Worker Desktop Mode

Your back-office agents who are using the Knowledge Worker desktop mode are automatically placed in the Ready status when they log on.

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Lookup Module

The account lookup and phone lookup modules are now replaced with the lookup module. The lookup module has the following features:

  • Performs a lookup within the services or the Contact Manager to associate an interaction with a relevant contact record based on the variable you define
  • Supports multiple channels such as inbound chat, email, and SMS

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SMS through Ticket Workflow

You can now generate SMS notifications based on events (for example, status change) through a ticket workflow.

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Support for Customized Export Format in Contact Manager

Previously, you could only configure Agents export format through Export Format editor. Now, you can also configure You can now configure 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 Manager.

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Email and

Messaging

SMS Threads on the Monitor Dashboard

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

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

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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

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WhatsApp Campaign

You can now perform Agent Scheduling while not on the contact center network, in the mobile application. create WhatsApp Campaigns.

Note

This feature is currently in the Beta phase of development.

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Support for External

URLs

Links for E-Learning

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

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Filter E-Learning Assignments

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

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Enhancements

This section describes the enhancements in the following product categories.

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enhctrl1Feature 1

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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.

enhctrl2Feature 2

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Data Management

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Call Flow Editor

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

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Campaign Jobs

cmConsent Management

You can now schedule up to 20 Campaign campaign jobs (instead of four) through Contact Manager.

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Whenever your customer responds to an SMS with a consent keyword (opt-in or opt-out), the SMS suppression list is now updated accordingly, regardless of whether the phone number from which they send the keyword exists in your Account or Contact Manager.

NoteThis enhancement is also available in LiveVox U12 and LiveVox U13

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Contact Manager Search

You can now search the Contact Manager for

Contact

contact records that do not contain any value in a field.

When searching

In addition, when performing a search in the Contact Manager based on the

option 

Account for Livevox

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Result option, you can

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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. 

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List Data Type

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

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CNTCTNOTESView Limited Number of Contact Notes

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Segmentation Criteria

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

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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.

In Contact Editor, you can view only the most recent 5000 contact notes, based on the date of modification. 

AnchorticketsmsticketsmsTicket Workflow

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

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Email and SMS Channels
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AnchoremailsmschannelsemailsmschannelsEmail 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
  • Email and SMS settings for the services
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    Inbound Email Routing

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

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    If your customer responds to an SMS from a phone number that does not exist in your Account or Contact Manager, any automated SMS response based on the Contact Flow (formerly called the Call Flow Editor) is now sent to that number unless the number exists in the SMS suppression list.

    Note

    This enhancement is also available in LiveVox U12 and LiveVox U13.

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    SMS Pacing

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

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    Web Widget

    The Web Widget now has the following enhancements:

    • When your customers now 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 now 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 now rate a chat.

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    Agent and Call Center Monitor Dashboards

    The monitor dashboard for call centers now includes data pertaining to agentsagent data.

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    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.

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    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.

    Note

    The Campaigns tab is no longer available in Call Center settings.

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    User Interface (UI)

    Visual Enhancements to Reports

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

    • ACD Reports section name is updated to renamed Agent Reports.
    • There are below common UI enhancements to specified The following visual enhancements were made to Reports:
      • You are provided new New Export and Print buttons..
      • You are provided a new 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.
      • You can now customize Customize the Result columns by clicking on the cog icon (exception Recording Events Report and Call Statistics Report).
    • The above UI 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 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  and Result.

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

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

      • 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

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    Voice Monitor Dashboard

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

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    Voicemail Recording Report

    The Voicemail Recording Report now has the following enhancements:

    • You can now download up to 5 recordings from the generated reported report by selecting them the recording and clicking on a new the Bulk Download button.
    • Now, the downloaded Downloaded recording audio file name format is more readableimproved. 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 now view the status of voicemail (heard by the agent or not heard) with icons (Image Modified/Image Modified).
    • You can now use Image Modifiedicon to play the voicemail audio or Image Modified icon to download the voicemail.
    AnchorVOICEGREETVOICEGREETPersonalized Voicemail Greetings on VM 2.0On VM 2.0, you can now configure personalized
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