This document provides an overview of the new features and enhancements to existing features of the LiveVox User Portal in the LiveVox <release name> release.
New Features in LiveVox User Portal U11
This section describes the new features in the LiveVox <release version> release.
Outbound Campaign Dashboards
This version introduces new Email and SMS campaign dashboards which provide an overview of current state of the unattended Email and SMS campaigns. The Email and SMS dashboards are displayed when you are in the Monitor tab of the navigation panel under Call Centers and Service Groups at all levels.
The following panels are available when you select the Email option:
- Delivered Rate - Emails delivered to the customer
- Unsubscribe Rate - Emails from which customer unsubscribed
- Open Rate - Emails opened by the customer
- Click Rate - Emails where the customer clicked on a link
- Suppressed Rate - Emails suppressed due to DNC/Suppression list
- Bounced Rate - Emails that were not delivered to the customer
- Performance panel
- Total Emails launched
- Total Emails remaining
The following panels are available when you select the SMS option:
- Delivered - SMS delivered to the customer
- Suppressed - SMS suppressed due to DNC/Suppression list
- Failed - Emails suppressed due to DNC/Suppression list
- Performance panel
- Total SMS launched
- Total SMS remaining
New Feature 2
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Enhancements in LiveVox User Portal <Release Number>
This section describes the enhancements to existing features in the LiveVox <release name> release.
Encrypted Fields in Contact Manager and Fields Editor
This feature provides the following enhancements:
- Allows users to define encrypted fields for sensitive data
- Allow users to define which components and roles have read/write access to these encrypted fields
When Encrypted Fields are enabled on the Client level, users now have the ability to view and re-label up to five dedicated encrypted fields in Fields editor under the Contact entity.
The Fields editor provides the ability to edit and define what applications will have read/write access to these encrypted fields.
1. Select the encrypted field from the list of available fields.
2. Enter a new label if required.
3. From the Edit Encrypted Columns screen select Encrypted Field Permission option.
4. From the Encrypted Field Permission screen check the read/write permissions for the listed roles and components.
To verify encrypted fields are enabled go to Configure>Client/Service>Client>Billing tab. When enabled, under General, the Encrypted Fields will be checked.
- When you encrypt a field in Contact Manager, the field is encrypted at the Application level.
- Encrypted fields are never exported in reporting or data dumps.
Bot Engine - Support for V2 of Dialogflow APIs
This version further enhances existing BOT integration with Dialogflow to take advantage of the latest BOT provider integrated feature set. Dialogflow provides users new ways to interact with their product by building engaging voice and text-based conversational interfaces, such as voice apps and chatbots, powered by AI.
Support for the earlier version of the integrated BOT ends on October 23rd, 2019.
For instructions on how to enable the new BOT integration, contact the Client Services team at client-services@livevox.com.
Contact Segmentation Sorting
With this version, you can sort campaigns created from contact manager with segmentation by contact fields.
- Sorting of records can be configured at both the Parent and Child segment level within Segmentation.
- The sort is prioritized in a waterfall fashion with the segment level sort taking precedence.
- A Service must have its sort set to ‘default’ for a campaign to dial in the sorted order.
Users can select to sort segmentation by contact fields from the segmentation screen when selecting a segmentation.
- Select a contact field from the Sort by dropdown menu.
- Check the Asc. box to sort by ascending order. Uncheck to sort by descending order.
Users can select to sort a segment by contact fields from the segment screen when selecting a segment.
- Select a contact field from the Sort by dropdown menu.
- Check the Asc. box to sort by ascending order. Uncheck to sort by descending order.
Known Limitations
This section contains the known behaviors, system maximums, and limitations in the LiveVox U11 release.
Known Limitation 1
<Description of known limitation.>
Known Limitation 2
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Known Issues
This section contains the known issues in the LiveVox U11 release.
Known Issues 1
<Description of known issues.>
Known Issues 2
<Description of known issues.>
Fixed Issues
This section contains the issues fixed in the LiveVox U11 release.
Fixed Issues 1
<Description of fixed issues.>
Fixed Issues 2
<Description of fixed issues.>