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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.

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) for the monitor dashboard. 

Data Management

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Advanced Contact and Ticket Filters

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

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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.

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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.

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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.

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Scheduled Callback Routing

You can now route a scheduled callback based on the agent skill defined in the Schedule Callback module of a contact flow.

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Scorecard Category

You can now group similar scorecards by creating a scorecard category. 

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Snippets in Script Designer

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.

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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. 

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Ticketing Workflow

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.

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Work Force Optimization (WFO) Tab

Speech IQ 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 is visually enhanced and its other sections are restructured.

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

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Agent Chat Configuration

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

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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.

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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).

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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

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DNC List Import

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

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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.

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Segmentation

In addition to the visual enhancements, the Segmentation 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.