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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.

Controls

Feature 1

<Brief description of the feature without screenshots or procedures.>

Data Management

Agent Thread Limits

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

Customized Contact Views

You can now create customized views for the Contacts table for yourself and your agents.

Export and Import of Accounts and Tickets

You can now manually export and import Accounts and Tickets. In addition, you can enable your agents to import Accounts and Tickets.

Support for Customized Export Format in Contact Manager

Previously, you can only configure Agents export format through Export Format editor. Now, you can also configure export format for contact export. This allows you to export contacts using this configured export format in a text file from Contact manager.

Insight

Email and Messaging Threads

You can now act on email and SMS threads by:

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

Monitor Dashboard for Chat Queues

You can now monitor chat queues of agents in real time, including the status of chat threads and any ongoing chats, for the current day.

Non-Voice


Quality

Agent Scheduling in Mobile Application 

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

Voice

Enhancements

This section describes the enhancements in the following product categories.

Controls

Feature 1

<Brief description of the feature without screenshots or procedures.>

Feature 2

<Brief description of the feature without screenshots or procedures.>

Data Management

Call Flow Editor

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

Campaign Jobs

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

Contact Manager Search

You can now search the Contact Manager for a Contact record that does not contain a value in a field.

List Data Type

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

View Limited Number of Contact Notes

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

Ticket Workflow

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

Insight

Non-Voice

Email 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

Quality


Voice

Agent and Call Center Monitor Dashboards

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

User Interface (UI) Enhancements to Reports

  • ACD Reports section name is updated to Agent Reports.
  • There are below common UI enhancements to specified Reports:
    • Added Export and Print buttons.
    • Added the 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.
    • Column Customization of Result fields is available by clicking on the cog icon (exception Recording Events Report).

  • The above UI enhancements are applicable to the following Reports:

    • Agent Summary Report : Successful Operator Transfer result field is renamed to Successful Op Transfer.

    • Agent Team Summary Report: Successful Operator Transfer result field is renamed to 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  Result.

    • Call Transfer Report: The Original Account Number filed removed from the Search Criteria 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 single line graph.

    • Recording Events Report

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.

Personalized Voicemail Greetings on VM 2.0

On VM 2.0, you can now configure personalized voicemail greetings.

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