Page tree

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 35 Next »

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.>

Feature 2

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

Data Management

Support for Customized Export Format in Contact Manager

Previously, you can only configure Agents export fromat 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

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


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 Contact Flow Engine to reflect the multiple channels of communication offered by LiveVox.

List Data Type

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

Maximum Threads for Channels

You can now specify the maximum threads that your agents can handle for chat, email, and SMS channels.

Ticket Workflow

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

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

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

Web Chat

You can now enable your agents and customers to send files to each other through web chat. 

Quality


Voice

Agent and Call Center Monitor Dashboards

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

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.

  • No labels