User Enhancements U9

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Agent to Agent Chat - New Client Editor Portal Tab

With this version the Agent Portal and Portal Customization tabs in the Client editor have been combined into the new Portal tab.  This tab includes the Agent Portal Settings and the LiveVox Portal Settings.

Previously,

Now,

LiveVox has expanded the Chat tab on the agent desktop to allow agents to chat with each other.  Users can configure this feature from the new Configure > Client editor > Portal> Agent to Agent Chat  option.   Enabling this option allows agents to view other agents connected to the voice portal in the Chat tab. Agents are only able to initiate chats with other agents. Supervisor to agent chat feature remains the same, where supervisors can initiate chats with agents.

International Manual Dialing

Outbound Compliance Enabled option in Services editor

Edit Phone screen in Contacts manager

10-Digit Input Requirement 

SMS and Email Enhancements

Restrict Launch of Email or SMS based on Consent

 

• Email or SMS Opt-In messages can be sent regardless of the configuration of Email Consent Required and SMS Consent Required options.
• Email or SMS Opt-In messages can be sent even if suppression list has the entries.

SMS and Email Suppression List

This versions offers ability for users to create and manage a suppression list for email and SMS from DNC editor.

Previously,

DNC editor in U8

Now, DNC editor has SMS and E-Mail tabs along with Phone Numbers tab.

 

This functionality is only available with Dial-Time Phone DNC option set for the portal. To verify which DNC option is enabled for the portal, navigate to Configure > Client / Service > Client > Settings > Advanced Features.

 

DNC editor in U9

SMS Suppression List

The system checks against the SMS suppression list at the time of messaging and ensures that entries are not messaged. Users can create and manage the SMS suppression list from DNC editor. Users can add, upload file, or delete records (similar to Phone DNC). To configure, navigate to Configure > Contacts > DNC > SMS.

SMS suppression list in DNC editor

When the consumer sends inbound SMS with specific keywords like Stop, Cancel, or Unsubscribe, the system automatically adds the phone number to SMS suppression list and revokes the corresponding SMS consent. In addition, when the consumer re-opts back with keywords Start, Begin, Confirm, Subscribe, Continue, the suppression list entry is removed and consent is added back.

Email Suppression List

The system checks against the Email suppression list at the time of emailing and ensures that entries are not emailed. Users can create and manage the Email suppression list from DNC editor. Users can add, upload file, or delete records (similar to Phone DNC). To configure, navigate to Configure > Contacts > DNC > E-Mail.

Email suppression list in DNC editor

When the consumer clicks unsubscribe link, marks the email as spam, or sender receives a hard bounce, the system adds the consumer to the email suppression list and revokes any associated consent. For consumers to re-opt back into email messaging, they must confirm via an Opt-In message.

User Interface (UI) Enhancements in Monitor tab

With this version, the Monitor tab has been updated to provide a more flexible user experience with more readily available data depending on the type of services a user is viewing. A new graphical view is displayed by default at the enterprise level (Monitor and Agents panels) if the number of call centers is less than or equal to 5 and at the call center level (Monitor and Agents panels) if the number of services is less than or equal to 20.
Users can flip from graphical to tabular view by clicking an icon in the upper right-hand corner of the widget. Similarly, they can flip from tabular to graphical view by clicking an icon in the upper right-hand corner of the widget.

 

• The flipping of graphical and tabular views is not supported in IE browser.
• Only tabular view is available if the number of call centers is more than 5 at the enterprise level. Similarly, only tabular view is available if the number of services is more than 20 at the call center level. There is no option available to flip the view in these scenarios.

 

Monitor Panel

Under graphical view, Monitor panel displays the services related statistics of the specific call center in the graphical format. Users can see the statistics of outbound, inbound, or blended services as per the type of Monitor panel configured under GUI settings. They can access the data for different call centers via carousel (dots at bottom of panel) at enterprise level. They can also access the data for different services of the configured service type (outbound, inbound, or blended) via carousel at call center level.

• Monitor Outbound - Displays pie charts of the outbound service statistics with the outbound calls, the longest hold duration, and percentage of completed records from loaded records.
  
  

Monitor Outbound panel in graphical view

• Monitor Inbound - Displays pie charts of the inbound service statistics with the inbound calls, service level, and various service average timings.
  
  

Monitor Inbound panel in graphical view

• Monitor Blended - Displays pie charts of outbound and inbound service statistics with the outbound calls, inbound calls, and various average timings for inbound service.

 

Monitor Blended panel in graphical view

 

Agent Panel

 

Under graphical view, Agents panel displays agents related data in graphical format. Users can access statistics for Agent States, Live Connects, and Time Stats by using carousel.

• Agent States - Displays a pie chart of the distribution of agents by state. Each agent state is represented by a different color.

 

Agents States in graphical view

• Live Connects - Displays the number of calls handled by agents versus time in increments of 5 minutes for the last half hour.

 

Live Connects in graphical view

 

• Time Stats - Displays the total time in minutes spent by agents in the specified states for the current day. Each state time is represented by a different color.

 

Time Stats in graphical view

 

Under Monitor and Agents panels, the customization of the displayed fields is not available in graphical view. Clicking on the cog icon will prompt users with an alert message. The below image shows an alert message when clicked on the cog icon of Monitor panel.

  

Alert message on clicking the cog icon in graphical view

 

Contact Manager Enhancements

Account Ownership Fields

U9 provides users the ability to assign the ownership of a contact in Contact manager to an agent, agent team or both. Users can easily search and create campaigns based on this assignment. Under the Contacts tab, click on add or double click a contact. Users will be presented with the contact screen. They can utilize the Contact Ownership section of contact screen to further define the Agent field, Agent Team field or both. To assign the contact ownership, navigate to Configure > Contacts > Contacts > Add or double click a contact > General Tab > Contact Ownership Section.

Also, the Segmentation editor now allows the users to utilize the Agent field and Agent Team field to create criteria and add segment based on the configured criteria.

Greater List Segmentation

With this version, the Segmentation editor, basic and advanced search filters in Contacts manager are enhanced to support additional search criterion and dynamic data types. These user friendly segmentation tools can be utilized for day to day campaign management.

• Date field types now support dynamic dates and search operators
  • Available search operators: >, <, =, >=, <=, !=
  • Date Comparisons:  Current Month, Date picker, Number of Days Back, Number of Days from Today, Number of Months Back, Number of Weeks back, Today
    
    

Date field search in U8

Date field search in U9

• String field types allows dynamic search operators
  • Available search operators:  In, Not In, Starts With, Contains, Regex, Equal To, Ends With, Is Null, Is Not Null

String field search in U8

String field search in U9

• Number field types include the following search operators:
  • Available search operators: >, <, =, >=, <=, !=, Is Null, Is Not Null
    
    

Number field search in U8

Number field search in U9

• Basic and Advanced search now include the following new search fields:
  
  • Campaign – Filter all records that are included in specific campaign. Only active campaigns are displayed for 30 days.
  • Agent Id – Filter based on Agent associated to a record.
  • Agent Team Id – Filter based on Agent Team that is associated to a record.
• Account for LiveVox Result field is updated and now includes dynamic dates.

Bulk Changes

Previously, in order to update the data users had to make changes via individual manual entries or by uploading a new file.

With this version, users can make changes to the set of filtered Contact manager accounts in bulk using the Bulk Changes button. They can also null out existing value for contact fields and delete fields using the bulk change. Navigate to Configure > Contacts > Contacts > Bulk Changes button.

Bulk Change button in Contacts tab - Contacts manager

Clicking the Bulk Change button presents the users with the bulk change window. Users can define the category and select the fields to be modified in the bulk change window. For example, user can select category as Change Status to update the Status for the filter set of contacts.

Bulk Change window

Job Scheduler Enhancements

Previously, some but not all of standard reports could be scheduled through the Job Scheduler. Now, any standard report can be scheduled through Jobs Scheduler. The following reports have been added as part of this release:

• Extended Campaign Report
• Email Campaign Summary Report
• Call Recording Report
• Clicker Efficiency Report
• Agent Team Summary Report
• Call Monitoring Report
• Call Transfer Report
• Recording Events Report
  
  

New User Tasks Option

Previously, process of DNC file upload took time to complete and users had to stay on the page until the process finished.

With this version, DNC uploads are completed asynchronously, meaning users can start DNC uploads and then navigate away from the page to complete other tasks as well as have better insight into the success or failure of DNC uploads.

A new User Tasks option is available under the user drop down menu in the voice portal that displays the details of a user’s tasks in queue.

New User Tasks option in User drop down menu

Clicking the user tasks option brings up the user tasks window which displays the records details.

User Tasks window

Users can view the success or failure status of the DNC upload in the user tasks window and manually refresh the status by clicking the Refresh button.

• If a record is invalid it is noted in the description and all valid records are uploaded successfully.

• However, if the number of invalid records reaches 25 the entire upload fails and no records will be added to the DNC.

New Interactions Tab in Campaign Details Screen

The Campaign Details screen now displays a new Interactions tab. This tab provides the details of all the interaction attempts made on a particular record.

Navigate to Configure > Campaigns > Campaigns > double click a campaign > Interactions tab to view the Interactions tab.

Interactions tab - Campaign Details

The default columns on the Interactions tab are displayed depending on the type of campaign - Email, SMS or Outbound. These columns can be configured by clicking the cog icon in the top-right corner of the Interactions tab.

Call Flow Editor Enhancements

Support for Nested JSON and Array Requests via variable_assignment Module

The Variable Assignment Module assigns values to variables. This module now supports a new Variable Assignment editor which allows users to construct nested JSON and store in a CFE variable. The subsequent call flow can use the CFE variable to consume the nested JSON.

The following types of Nested JSON and array requests are supported under the actions menu in the Variable Assignment editor:

• Auto: Automatically determined from the value and can be String, Number, Boolean or Null.
• Array – An array contains an ordered collection of values.
• Object – An object contains an unordered set of key/value pairs.
• String – Is not determined from the value, but always returned as a String.

To open the Variable Assignment editor, select the Assignment Expression message property from the variable_assignment module:

Variable Assignment property

Select the icon to open the actions menu.

Variable assignment screen

The actions menu displays the types of supported nested JSON and array requests.

Variable assignment screen expression editor

New Consent Module

This version features the new Consent module added to track incoming SMS for key words so that consent flags and DNC entries can be updated automatically.  Supported key words include:

• SMS Opt-In: Start, Begin, Confirm, Subscribe, Continue.
• SMS Opt-Out: Cancel, Unsubscribe, Stop.

The consent module is found under the advanced modules menu:

Consent Module in Advanced modules menu

The consent module significantly reduces the complexity of the call flow from previous versions by combining modules into the new consent module.  Previously:

Multiple modules

With this version:

Combined modules in call flow editor - U9

New Scheduled Callback Editor

With this version, users can view all IVR and manual scheduled callbacks via new Scheduled Callback editor. The Superuser/Sysadmin level users now have the ability to view and modify the scheduled callback records while Manager users have the ability to view the scheduled callbacks.

Scheduled Callback editor allows users to view, filter/search, edit or cancel scheduled callbacks. Navigate to Configure > Agents > Scheduled Callback to view the Scheduled Callback editor.

New Schedule Callback editor

Double clicking the record will open up Scheduled Callback details screen. This screen allows users to modify scheduled date, time, and agent details. In addition to modifying scheduled callback details, users can also cancel the scheduled callback as long as it is not queued up for dialing.

Schedule Callback Details Window

Users can view the scheduled callbacks of a specific contact by navigating to Configure > Contacts > Contacts > double click a contact > Scheduled Callback tab.

New Scheduled Callback Tab in Contacts Screen - U9

Users can view the scheduled callbacks of an agent by navigating to Configure > Agents > Agents > double click an agent > Scheduled Callback tab.

New Scheduled Callback Tab in Agents Screen - U9

New View-Only Billing Tab in Client Editor

Billing tab in Client editor - U9

Screen Recording Setting option in Settings tab of Client editor in U8

Screen Recording Enhancements

Screen Recording Controls

Screen Recording Control Enabled option in Agent Desktop

Percentage based screen recording

This version allows the users to configure the percentage of calls to be screen recorded with audio. This setting is independent of the audio recording setting.

To configure the functionality, navigate to Configure > Agents > Agent Desktop > General tab > Settings section. Specify the percentage of screen recording by using new Screen Recording Control Percentage spin box.

Screen Recording Control Percentage option in Agent Desktop

New Bitrate Value Options for Desktop Native Screen Recording

 

• Bitrate(kbps) option will be displayed only if agent screen recording is enabled. Contact your Account Executive or Account Manager to request the agent screen recording functionality.
•  Video recording storage is a subject for additional costs. Please contact your Account Executive for pricing information.

To configure the functionality, navigate to Configure > Agents > Agent Desktop > General tab > Settings section.

Bitrate(kbps) option in Agent Desktop

Work Force Optimization (WFO) 

Integration of WFO into LiveVox Portal

 

With this version, the WFO tool is integrated into LiveVox portal. This tool provides the following quality monitoring options under WFO tab (if enabled). These options are used for monitoring quality control, researching customer complaints, or assisting in agent training. 

• Assessor - Allows customizable agent scorecards to score and evaluate every agent interaction.
• Screen Recording Report - Allows to search for specific agent screen recording of the call.
  
• Call Recording Report - Allows to search for specific call recordings.
  
  

Contact your Account team or Client Services to discuss add-on product setup for your site.

The WFO tab will be displayed next to the Review tab, if enabled.

WFO tab in LiveVox portal

 

• Assessor and Call Recording Report options will be available under WFO tab if Assessor add-on product is enabled.
• Screen Recording Report and Call Recording Report options will be available under WFO tab if Screen Recording add-on product is enabled.
• To see what add-on product is enabled for the portal, navigate to Configure > Client / Service > Client editor > Billing tab > WFO section.

 

Clicking on the WFO tab will display the Sign in screen to users. Users need to enter the credentials provided by the permitted administrative users.

Sign In screen in WFO tab

 

After signing in, users can access the Assessor editor, screen recording and call recording reports.  

Assessor

Assessor editor allows to:

• Design the scorecards
• Search and evaluate the calls
• Manage the tasks for assessor users
• Review the usage report
• Administrate audio note categories and assessor users
  

Assessor screen

Screen Recording Report

This option allows to search for specific screen recordings by using the filters.

Search filters of Screen Recording Report

   

After selection of parameters, users can generate the report by clicking on Generate Report button located to the right of the search criteria.

Screen Recording Report 

Call Recording Report

This option allows to search for specific call recordings by using the filters.

 

Search filters of Screen Recording Report

After selection of parameters, users can generate the report by clicking on Generate Report button located to the right of the search criteria.

Call Recording Report

 

Usage Report of Assessor

 

This new report can be generated at the end of each month for billing purposes. Users can use filters to search the required report. This report may only be generated with a start and end time frame no greater than 365 days. Select the search criteria from Filters panel and click Run to generate the report. It displays the list of agents who had their calls graded in the specific duration under Summary panel. This report can be exported in a spreadsheet by clicking on Export button.

 

Usage Report of Assessor

 

The report will also provide a number of people that assessed (scored) calls specified duration and then list the evaluators. To see the list of evaluation details, click on + sign in the first column of the record. Users will be presented with the details of the record. Under # Eval column, double click on the number of evaluators. Users will be presented with the Evaluations screen.

Evaluations screen in the Usage report of Assessor

Audio Time Bar Tags With Categories

 

With this enhancement, the permitted users can mark moments in time on the audio call time bar where certain events happens. So they can make a comment or note and link it to that moment in time.

Users can define the list of categories in Categories editor under the Administer tab where they can create, update and delete categories. 

Audio note categories in Administer tab

To create an audio note with the category for the call, click on an icon . When creating an audio note for the call, users can select a category from the Category drop down.

 Category selector in Audio Note

The category will be reflected on the audio note created when hovering through the audio note point (green square) in the waveform or clicking on it.

Audio note category on hovering over audio note point

Audio note category on clicking over audio note point

Assessor Scoring and Workflow Task Creation Capabilities

Users can utilize Assessor to score calls, design scorecards and manage tasks. Assessor provides the ability to create a task that will automatically place calls into assessor queue of the permitted users to score. Users are presented with the following scoring options upon login:

• Score - The Score tab allows the users to search for calls and also provides the ability to evaluate them.
  
  

Score Tab - Assessor

• Design-Scorecards - The Design-Scorecard tab provides users the ability to design scorecards and assign them to a service, add Questions in order to evaluate the call and further define the Answers.
  
  

Design-Scorecard - Assessor

 

The Questions panel can be utilized to create root questions, follow up questions and same level questions. Users can specify the weight and group for each question. Once designed, these dynamic scorecards can be utilized to evaluate and score the call.

 Adding questions to design a scorecard

• Manage-Tasks - The Manage-tasks tab enables intelligent routing of calls into Evaluator (Assessor user) queues, providing targeted calls for scoring. Permitted users can create new tasks or utilize a saved task, set recurring schedules (daily, weekly, or specific days of week) to execute the task, retrieve results based on percentage and specify the Evaluator queue where the respective saved tasks will be available.
  
  

Manage-Tasks Tab - Assessor

Contact Sales Account Management for more information on how to take advantage of Assessor and its functionality.

Integration of Screen Recording from LiveVox Portal into Assessor

LiveVox screen recording is available in Assessor. Screen recording (video) playback is synchronized with audio and can be displayed in different views. The video slider at the top right corner of the Assessor editor allows the users to control the size of the video playback screen. Drag the slider towards the center to view the video playback along with the audio.

 

Video playback and Slider Options in Assessor

Users can click the play icon   to playback the screen recording. They can also change the display by clicking the pop up icon  which brings up the video playback pop up screen.

 

Video Playback Pop Up Screen in Assessor

Integration of Designer into LiveVox Portal

With this version, the Designer tool is integrated into LiveVox portal. Designer is a WYSIWYG editing environment for the creation and management of agent and manager desktop. It provides flexibly laid out arrangement of components which package together modules of CRM and statistical functionality, along with targeted scripts which guide an agent in specific activities. The selection and arrangement of components may vary across time. The variations, called Pages are triggered by agent actions, typically button clicks.

 

Contact your Account team or Client Services to discuss add-on product setup for your site.

If enabled, users can see the checked Designer option by navigating to Configure > Client / Service > Client editor > Billing tab > WFO section.

View-Only Designer option in Billing tab of Client editor

 

This feature allows permitted users to configure Designer desktop from Agent Desktop editor. Navigate to Configure > Agents > Agent Desktop editor. Users are provided with a new option as Agent + Designer. Selecting the Agent + Designer radio button will provide with the new Designer tab.

Designer in Agent Desktop editor

Clicking on the arrow next to Designer Desktop will display the Sign in screen to users. Users need to enter the credentials provided  by the permitted administrative users.

Sign In screen for Designer access

After signing in, users will be presented with Designer browser tab.

Designer Desktop screen

Users can create the Designer Desktop, by using Add a Desktop button and they can configure the desktop as per the requirement.

 

• LV-Deafult desktop is available to the users by default.
• Users can assign the Designer desktop on any Agent Desktop via Agent Desktop editor and define a Designer desktop specific to a Service, Call Center or groups of Service.

Designer has the following tabs to configure the functionality.

• Designer - Used to Lists and summarizes the current set of Desktops, the pages of each desktop, and in turn, the events that may be trigger a page switch from a given page.
• Script Builder - Used to configure scripts which guides an agent in specific activities. For example, credit card collection or welcoming.
• APIs - Used to configure an action on the particular event.

 

Performance Analytics Enhancements

Assessor data is now available in Performance Analytics. All scoring data that consists of all the assessment data including information about the call as well as the actual scoring information (Questions, Answers, Total score, and score per question) is now available for analysis.

Performance Analytics U9