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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 U15 release.

New Features 

This section describes the new features in the following product categories.

Controls

Data Management

Intelligent Forecasting in Agent Scheduling

A new tab is available in the Agent Scheduling section for forecasting schedules of agents. You can view the start time and end time of an agent's available work hours, to help auto-assign agents to shifts. 

Agent Cost in Agent Scheduling

You can now configure the hourly cost of an agent in a new field in Agent Scheduling to calculate the cost of a shift for a client.

Export Format Editor

Export Format editor now supports Report Writer. 

Insight


Non-Voice

Downloadable Knowledge Base (KB) Articles

Your customers can now download the KB articles through the web widget. In addition, as they scroll down the list of KB articles on the widget, the list expands to display more articles.

Proactive Web Chat

You can now proactively initiate chat when someone visits your website based on certain conditions.

Quality

SpeechIQ under WFO Tab

New Speech Analytics options are available under WFO.

Reports

SMS Billing Report

You can run the SMS Billing Report to identify the count of SMS messages that you have launched in a specific duration.

The SMS Billing Report option is added in Review > Billing Reports > SMS Billing Report.

MMS Billing Report

You can run the MMS Billing Report to identify the count of MMS messages that you have launched in a specific duration.

The MMS Billing Report option is added in Review > Billing Reports > MMS Billing Report.

Voice

Emergency Services

You can add the physical location of your call center and assign a phone number that can be used in case of an emergency. With this feature, an agent can make an emergency 911 call from any manual service in the call center.

The Emergency Services tab is added in Configure > Services > Call centers.


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) on the monitor dashboard at the client level. 

Data Management

Snippets in Script Designer

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 already available in the Scripter.

Screen-pop in U-CRM

You can configure a new Screen-pop widget in the U-CRM that displays the Call Flow information. 

Ticketing Workflow

The Ticketing Workflow has the following enhancements:

  1. The system triggers a Workflow only when a certain field within a Ticket is updated.
  2. You can view the labels as shown as in Fields editor, and not as db fields.
  3. The Date data types now have the following options:
    1. Today
    2. Pick A Date
    3. Date based on 'days from today'
  4. You can see Due Date and Due Time options in the Work Queue.
  5. CC and BCC fields are available in Email.

Advanced Filter in Ticketing

You can now filter the list of tickets using the System and Custom Ticket Fields, Relative Date, Boolean Fields, Number Fields, String Fields, and different conditional search such as all the tickets with a 'Status of Open AND Assigned to Agent Team X' AND 'with an Opened Date of 10 Days Before Today OR Date Due Today', etc.

Insight


Non-Voice

Agent Chat

The single chat configuration that enabled or disabled the agent-to-agent chat and supervisor-to-agent chat is now split into two separate configurations.

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

Reports

 Call Recording Report

The file name convention has been changed for the screen and call recordings that you can download. The new naming convention helps you to match the downloaded call and screen recordings with the records in the generated report. Following is the format of the new naming convention:

  • MMddyyyy_hhmmss_a_phone.mp3

Also, a new search field - Filename Search - has been added in the Call Recording Report window.


Voice

Secure Payment Capture

DTMF tones have been changed to flat sounds, so screen and call recordings are no longer paused when an agent enters Advanced Secure Payment Capture. The screen and call recordings pause as normal in basic secure payment capture.

Scorecard

Support

The following changes about LiveVox Support are made in the LiveVox Portal:

  • The LiveVox Support option is renamed as LiveVox Customer Care.
  • The LiveVox Support window is renamed as LiveVox Customer Care.
  • The Customer Support section in the LiveVox Support window is renamed as 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 as Toll-Free Customer Care Line.
  • The Report Problem option is deprecated.
  • The Corporate Headquarters address is updated.


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