LiveVox U13 User Portal Early Adoption Release Notes

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This document provides an overview of the new features and enhancements to existing features of the LiveVox User Portal in the LiveVox U13 release.

New Features in LiveVox U13 User Portal 

This section describes the new features in the LiveVox User Portal Early Adoption release.

Analytics Tab

You can now view the visual representation of predefined analytics reports in the Analytics tab and make better decisions based on the insights.

Blocking Inbound Caller IDs

You can now block inbound caller IDs for a specified duration. In addition, you can add, remove, import, export, and search for inbound caller IDs.

Digital Mode for Agent Desktop

The new Desktop Mode drop-down menu (Agent Desktop editor) allows you to choose either the Voice Agent or Digital Agent mode.

Teckst Widget

You can now configure the Teckst widget to enable agents to send SMS messages to customers.

WhatsApp Channel

You can now enable the WhatsApp channel for agents to communicate with customers.

Enhancements in LiveVox U13 User Portal 

This section describes the enhancements to existing features in the LiveVox User Portal Early Adoption release.

Account Dashboard Views

You can now create account dashboard views for yourself, agents, or agent teams to easily find and monitor accounts without the need for a manual search.

ACD Settings Tab

The ACD Settings tab of the Services window is now renamed Agent Desktop and displayed as a section on the Settings tab.

Adding an Agent Hourly Cost and Available Work Hours

You can now add an hourly cost for an agent, and the number of hours an agent is available.

Agent Schedule on Work Queue

Managers can now see agent schedules (overlapping) when processing schedule queue tasks.

Assessor

The Assessor feature has the following enhancements:

• Call transcription for Agent and Caller is displayed separately.
• The following speech analytics attributes are displayed for all voice calls:
  • Customer Sentiment
  • Agent Sentiment
  • Agent Talk Time
  • Customer Talk Time
  • Silence Duration
  • Max Silence Duration
  • Max Silence Duration Start Time
  • Talkover
• Search allows you to filter recordings.

Billing Duration Report

The Billing Duration report has the following label changes:

• Report name to Estimated Billing Duration Report.
• Rounded Duration (Mins) field to Estimated Duration (Mins).
• Charge field to Estimated Charge.
• Rounded IVR Duration (Mins) field to Estimated IVR Duration (Mins).

There is also a note added to indicate that the report displays only the estimated values. The invoice that LiveVox sends at the end of each billing cycle contains the exact values.

Customizing Columns in the Call and Screen Recording Reports

You can now customize the columns that appear in the Call Recording Report and the Screen Recording Report.

Displaying Accounts, Contacts, or Tickets in the Accounts or Contacts Tables

You can now enable the Contacts List and Tickets List tabs in the Accounts List table and enable the Accounts List and Tickets List tabs in the Contacts List table of the Agent Desktop.

Editing Content

You can now edit content in the attachment of the E-Learning Content Library. This enhancement eliminates the effort of deleting and recreating the content.

Generating Inbound Efficiency Report Based on Time Range

You can use the new Hour Of Day Range option to search for calls within a specified hour of the day range. You can select to search for calls with call start time or call finish time defined within the specified range.

Input Filter Enhancements

The Input Filter feature contains the following enhancements:

• Allows up to a maximum of 30 substitution entries.
• Allows you to select today’s date or any other date for Date datatype substitution entries.
• Supports full name transformations.

Knowledge Base

The Knowledge Base feature contains the following enhancements:

• Supports configuration to show or hide article highlights. 
• Provides options to choose whether to display articles in the Knowledge Base Portal or a new tab. 
• Allows the addition of tags. 
• Supports configuration of Categories and Section values available for searching in a Knowledge Base portal. 
• Displays the related error message if the web crawler or the loading of the article fails. 

Monitoring Email and SMS Queues

You can now monitor the email and SMS queues of agents in real time, including the statuses of the email and SMS threads.

Notifying Agents of Work Schedule Changes

Agent Scheduler generates QM Work Queue Notification task for Agents if Non-active time or Published shifts are updated by manager.

Notifying the Deleted Time-Off Requests

You can now receive notifications when agents delete time-off requests. If there is a pending approval work queue item, the status of the work queue item changes to Cancelled with Agent Cancelled added as the reason.

Phone Dial Attempt Supervisor (PDAS)

The PDAS feature has the following enhancements:

• Determines the trusted partners based on the LVP-Client Trusted Partner configuration, and hence the Trusted Partner tab is now removed.
• Highlights the violated rules and the reason for the violation.
• Provides the Export option to allow clients to export their DND list. 

Printing the Call and Screen Recording Reports

You can now print the Call Recording Report and the Screen Recording Report.

Recording Calls

You can now record calls between agents during a warm transfer. 

Renaming of Account Lookup Report 

The Account Lookup report is now renamed as the Contact Lookup report.

Repurposing the AgentReg (Auto) Service Type

To improve the usability of the unified customer relationship management (U-CRM), the AgentReg (Auto) service type is replaced with a centralized service type that supports the following functions:

• Sending email campaigns, SMS campaigns, and voice campaigns
• Sending transactional emails and SMS messages
• Accepting inbound calls, inbound emails, inbound SMS messages, and inbound chat messages
• Manually initiating calls, emails, and SMS messages

Retaining Messages in Personal Inbox

You can now configure the duration for which you want to retain the unresolved email and SMS messages in the personal inbox of agents before the messages are moved to the group inbox.

Routing Inbound SMS Messages

You can now use a separate short-code or long-code SMS number to route inbound SMS messages that are not triggered by any outbound SMS message to a service.

Saving Custom Preferences

Custom preferences such as rearranging and resizing of columns and search criteria in the Assessor screen are saved and displayed when you navigate to other functions in the LiveVox Portal and come back to Assessor, or when you logout from the portal and log back in.

Searching for a Voice Interaction Based on the Silence Duration

You can now search for a voice interaction based on the duration of silence.

Specifying Time Period in Inbound Efficiency Report

You can now specify the start time and end time when generating the Inbound Efficiency Report.

Support for SMS Action

You can now enable SMS notifications to users on their mobile devices. Users can configure an SMS message and a phone number to send the SMS.

Supporting Inbound Volume Report in Job Scheduler

New view-only Inbound Phone Volume step is available under the Reporting Step of Job Scheduler. When generating this report through the Job Scheduler, two new parameters are available as below:

• Caller Id Pkg (lcid_pkg_id): Generate the report for selected Caller Id Package
• From Phone (phone): Generate report for the specified phone

Ticket Form

You can now create more user-friendly forms as designing of a form has the following enhancements:

• Allows the formatting of static fields, the addition of blank rows, and static URLs.
• Supports conditional logic where based on the value entered for a ticket field, the form displays the related labels and fields for entry.

Ticketing List

The Ticketing List has the following updates:

• You can create ticket list and dashboard views for yourself, agents, or agent teams to easily find and monitor tickets without the need for a manual search.
• You can perform an Advanced Search based on all custom fields and multiple values for each search field. You can also search against a blank or null field.

Tickets Reports Dashboard

The Tickets Reports Dashboards has the following enhancements:

• You can create ticket dashboard views for yourself, agents, or agent teams to easily find and monitor tickets without the need for a manual search.
• You can view the total number of accounts assigned to each agent and agent team in the Agent and Agent Teams widgets.

Work Queue

The search feature in the QM Work Queue and QM Work Queue Performance Reports screen is now enhanced to match the standard search across the application.