LiveVox U12 User Portal Release Notes

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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 U12 release.

New Features in LiveVox User Portal U12

This section describes the new features in the LiveVox U12 release.

Agent Schedule Adherence Dashboard

You can now view the scheduling adherence and conformance data for a single day and multiple days. To facilitate this feature, the Agent Schedule Adherence dashboard is introduced. You can use this dashboard to ensure that the contact center agents are working efficiently within their defined schedules.

The dashboard displays the following tabs: Multi-Day, Single Day Hourly, and Single Day Summary. These tabs contain the following information:

• Adherence %: The amount of time an agent worked and how that time aligns with the scheduled time. The time worked includes call time, after call wrap, and scheduled activities such as meetings and training. It is the most important metric and can have a greater negative impact to contact centers. The percentage is calculated as follows:
  Adherence % = (Minutes in adherence / Total scheduled minutes) x 100
• Occupancy %: The amount of time an agent spends on call handling activities in the ready state from the available time. The percentage is calculated as follows:
  Occupancy % = (Time in ready state / Total available time) x 100
• Utilization %: The amount of time an agent spends on call handling activities in the ready state from the scheduled time. The percentage is calculated as follows:
  Utilization % = (Time in ready state / Total scheduled time) x 100
• Conformance %: The amount of total working time from the scheduled time. The percentage is calculated as follows:
  Conformance % = (Working minutes / Scheduled minutes) x 100

In addition, each of the tabs displays the following agent statistics:

• Multi-Day
  
  • Scheduled Time: Total scheduled work time
  • Actual Time: Total time an agent logs onto a desktop and performs work
    • Active Time: Wait time + On-call time + Wrap-up time, expressed as HH:MM:SS (Hours:Minutes:Seconds)

  • Time in Adherence: Total time of agent adherence to the scheduled time

• Single Day Hourly: Displays a graphical representation of scheduled and actual time with different colors for each of the following statistics:
  • Scheduled Active
  • Scheduled Break
  • Actual Active
  • Actual Break
  • Out of Adherence
• Single Day Summary
  • Scheduled time
  • Actual time
  • Duration
  • Scheduled Activity
  • Actual Activity
  • Description

Agent Schedule Forecast History Report

You can now generate historical call volume data of the previous agent resources. To facilitate this feature, the Agent Schedule Forecast History report is introduced. You can use this report as a reference to determine the number of agents required for future shifts.

The report contains the following data:

• Agents Logged In: Total unique agent IDs across the report range
• Active Time: Wait time + On-call time + Wrap-up time, expressed as HH:MM:SS (Hours:Minutes:Seconds)
• Wait Time: Wait time for all agents, expressed as HH:MM:SS
• Talk Time: Total talk time for all agents, expressed as HH:MM:SS
• Wrap Time: Total wrap-up time for all agents, expressed as HH:MM:SS
• Non-Active Time: Logged on but not ready + Pause time expressed, as HH:MM:SS
• Contacts Offered: Count of inbound contacts + Count of outbound contacts
• Successful OP Transfers: Count of OP Transfers across the report range
• Avg Abandon Rate: Average number of abandon calls per hour across the report range
• Occupancy %: (Total active time in minutes / (Total non-active time in minutes + Total active time in minutes)) * 100
• Service Level %: (Successful OP transfers / Contacts offered) * 100

Export Format Editor

The Export Format editor is now added to the Input / Output section of the Configure tab to enable you to define the CSV export format using which you can include certain data. This format is currently supported by the Agents editor. 

IB SMS Routing

You can now select a default inbound SMS service for inbound SMS messages that are not associated with any outbound SMS campaign. To facilitate this enhancement, the Inbound SMS Code field is added to the Settings tab of the Services window. You can use this field to specify the short-code SMS number or the long-code SMS number for routing inbound SMS messages that are not triggered by an outbound SMS message to the service.

Inbound Phone Volume Report

You can now view the aggregated report by phone numbers for inbound calls by using the new Inbound Phone Volume Report. This report is added to the Inbound Reports section of the Review tab.

Input Filter

You can now create input filters for accounts and tickets to enable you to import data from your account or ticket applications to the respective applications of the LiveVox platform through the job in the job scheduler. To facilitate this feature, when you now attempt to create an input filter, in the Input window, in the Target drop-down list box, the Account and Ticketing options appear. 

KB Portal

You can now enable your agents to efficiently assist your customers and the customers to assist themselves by providing them with the Knowledge Base (KB) portal. The KB portal, which is an online library of information about your product and services, is introduced to provide a centralized database for collecting, organizing, retrieving, and sharing information. The portal stores information in the form of articles, which can be either files or web-crawled content (that is, content from integrated websites). 

To facilitate this feature, the Knowledge Base section is added to the Configure tab.

Leave Requests by Agents

Your agents can now initiate leave requests. To facilitate this feature, the following changes are made:

• In the Agent Scheduling window, on the General subtab of the Settings tab, the following checkboxes are added:
  • Allow agents to request time off
  • Require manager approval for time off requests
• On the Work Queue Settings tab of the WFO Config window, the Time Off Request task subtype is added for the Scheduling task type.
• If your approval is required for the request, the related task appears in the QM Work Queue window.

Lookup Module

The phone lookup and account lookup modules are now replaced with a new lookup module that supports multiple channels such as inbound SMS, inbound email, and inbound chat. The salient features of the lookup module are as follows:

• Supports multiple channels such as inbound SMS, inbound email, and inbound chat to associate interactions with the relevant contact record
• Allows you to add modules to call flows and define variables to associate interactions with the Contact Manager
• Enables you to define variables that your customers can use against the Contact Manager to identify and validate their identity
• Populates the relevant fields in a Contact record based on the match returned in the Contact Manager
• Enables the Contact Manager to associate contact numbers matched from multiple channels with ACD and Designer

The lookup module uses the following properties to perform the lookup.

After the lookup is complete, any of the following events occur.

Scheduled Callbacks for Designer Desktop

You can now enable an agent to view any assigned scheduled callbacks associated a contact. To facilitate this feature, the Callbacks element is added to the Contacts group on the Design subtab of the Designer window.

SMS Profile

To better meet your business goals, you can now configure the contact window based on compliance policies for SMS services (in addition to voice services). To facilitate this feature, the following changes are made:

• The SMS tab is added to the Profile window. You can use this tab to add policies to a profile to determine whether you can send SMS messages to your customers or to determine on which day of the week and during which period you can send SMS messages to them.
• The SMS Compliance Enabled checkbox is added on the ACD Settings tab of the Services window. This checkbox, which is selected by default, indicates if the SMS messages sent by agents must comply with the policies in the profile assigned to the service. If you retain the status, SMS messages sent by agents consider the profile policies. If you clear the checkbox, agents can send SMS messages regardless of the profile policies.
• The Outbound Compliance Enabled checkbox on the ACD Settings tab of the Services window is renamed Voice Compliance Enabled.

Tickets

Forms

You can now create forms for tickets that can be accessed by agents through U-CRM and your customers through the LiveVox Web Widget. This feature is designed to encourage the customers who visit your websites to submit support tickets and feedback that automatically creates a ticket for your agents.

To facilitate this feature, in the Ticketing Config window, the Forms tab is added. The tab contains the following subtabs:

• FORMS: To create a form
• Design: To customize each field (including its attributes and style); specify the validation needed to submit the ticket; add labels or URLs; select a standard or custom ticket field; and add a placeholder for additional instructions
• Activity: To view the tickets that were created using the form; monitor the related activities; and filter the tickets for a specific period
• Change History: To view the history of the form

In addition, on the Design subtab of the Designer window, in the Ticketing group, the Forms element is added.

Views

You can now create predefined filters for tickets for yourself, agents, or agent teams to easily find, monitor, and work on tickets without the need for a manual search.

To facilitate this feature, in the Ticketing Config window, the Views tab is added. The tab contains the following subtabs:

• VIEWS: To create a view
• Design: To specify the filter criteria based on the standard ticket fields; specify the columns for the view; and control access to the view
• Preview: To preview the view
• Change History: To view a history of the changes made to the view

Workflows

You can now configure automatic workflows for a ticket based on certain conditions when the ticket is created or updated, or when a nightly run is initiated. The workflows help you ensure that the tickets undergo a standard process that reduces manual work, saves time, and minimizes errors. In addition, they ensure that all the tickets are handled consistently and in a timely manner.

As part of this feature, you can trigger the following actions:

• Send an email
• Create a work queue task
• Update a field in a ticket
• Call an API function
• Stop the workflow

To facilitate this feature, in the Ticketing Config window, the Workflows tab is added. The tab contains the following subtabs:

• Workflows: To create a workflow
• Design: To design the workflow
• Activity: To view the tickets to which the workflow was applied; monitor the related activities; and filter the tickets for a specific period
• History: To view the history of the workflow

Trusted Partners

You can now define which other LiveVox clients may access information (for example, call recordings) from your LiveVox Portal (LVP), and thus act as your trusted partners. You can use this feature if you are an outsourced collection agency or if you have multiple portals that utilize PDAS. To facilitate this feature, the Trusted Partners tab is added to the Client window.

After a partner is added based on your request, you can approve the partnership by using the Approve button. However, the partnership is not confirmed unless the added partner also approves the partnership.

Web Widget

You can now provide your customers with a single support system through the LiveVox Web Widget, which supports the following channels:

• Chat
• Knowledge Base (KB)
• Ticket

Through the Web Widget, your customers can chat with an agent, access your KB articles, and submit a ticket.

To facilitate this feature, the Web Widget section is added to the Configure tab.

Enhancements in LiveVox User Portal U12

This section describes the enhancements to the existing features in the LiveVox U12 release.

Account Settings

You can now configure the bulk account loading process. To facilitate this enhancement, the Default tab of the Accounts Config window is renamed Settings, and the General section is added to the tab. This section contains the following checkbox: If loading accounts in bulk into LiveVox and the Account already exists in LiveVox do you want to overwrite it?

Adding Scheduled Callback Fields for Reporting

You can now use the scheduled callback data for reporting or audit purposes. To facilitate this enhancement, new fields related to the scheduled callback transactions are added to the Report Writer window to be included in the configured Call Detail Reports.

To view the scheduled callback fields:

Additional SMS Call Flows

The following fields in the Settings section of the Services window are renamed as specified: 

• SMS Optin Message to SMS Opt-In Message
• Email Optin Message to Email Opt-In Message

Previously, users were provided with only SMS Blast as LV standard Call Flow.

Additionally, the SMS Opt-In Message drop-down list box contains the following standard call flows in addition to SMS Blast:

• SMS UAD Opt-In
• SMS UAD Widget
  

ADN Version Upgrade

The Agent Desktop Native (ADN) application is now upgraded to the 7.2.0 version.

Agent Export Step

When you now modify the Agent Export Step on the General tab of the Jobs window, the following options now appear in the Edit Job Step window:

• Include Services (include services)
• Export Format (agent export format)

Agent Scheduling

To enhance usability, the Agent Scheduling option now also appears in the WFM section of the WFO tab.

Assessor

Score Tab

The Score tab of the Assessor window is now modified as follows: 

• The columns appear in the following order:
  1. Agent
  2. Date
  3. Duration
  4. Type
  5. Interaction
  6. Score
  7. Account
  8. Disposition Code
  9. Service
  10. Call Center
  11. Campaign
  12. Original Account
  13. Call Session Id
• The Filter and Calls section titles are removed.
• An advanced search icon () is provided for filtering. In the window that appears when you click the icon:
  • The Scored Only checkbox appears.
  • The field group name is changed from Consumer to Contact.
• The title of the Create Task pop-up window is changed to Create Coaching Task for Undefined.
• When you create a coaching task and any e-learning content, the notification messages that appear are Coaching Task Created and eLearning Content Created, respectively.
• When you select the option to show screen or comments, the screen or the comments appear on the left-hand side of the window, beneath the audio bar.

Exporting Search Results

You can now export any searched interactions to a CSV file by using the Export button on the Score tab of the Assessor window.

Scoring Method

When creating a scorecard, you can now specify the method of scoring. To facilitate this enhancement, the Scoring Method field is added to Settings subtab of the Design-Scorecards tab. This field contains the following options:

• Basic: This option, which is selected by default for a new scorecard, indicates that the scorecard does not support a weighted score.
• Weighted: This option is selected by default for an existing scorecard. Select this option if you want the scorecard to support a weighted score.

Review Tab

The Review tab of the Assessor window is now modified as follows:

• The Export button is moved to the top-left corner.
• The bottom toolbar is removed.
• The Filter and Summary section titles are removed.
• An advanced search icon (  ) is provided for filtering. In the window that appears when you click the icon, the field group name is changed from Consumer to Contact.

Scorecard Details

The export from the Review tab now includes more details about scorecards (Passed/Failed), along with the acknowledgment and arbitration details.

Scorecard History

You can now view the following details about a scorecard:

• Date and time when the scorecard was created or updated
• Name of the user who created or updated the scorecard
• Former and updated values of fields in the scorecard

To facilitate this feature, on the Design-Scorecards tab of the Assessor window, the History tab is added.

Billing Tab

The Billing tab of the Client window is now enhanced as follows:

• The Channels section, containing the following options, is added:
  • Voice Channel
  • SMS Channel 
  • Email Channel
  • Chat Channel
• The Ticketing section is renamed Customer Care.
• The Chat Channel option is moved to the Channels section.
• The Transcribe option is moved to the Speech section.
• The following options are moved to the WFO section:
  • Advanced Agent Scheduling
  • E-Learning
• The following sections are removed:
  • Agents
  • Quality Assurance  

Caller ID Configuration for Manual Transfers

The ability to have the Caller ID configurable for Manual Transfers is now available, and you can request it through work order to follow one of the following three settings at the service level:

1. Customer phone number (default value).
2. Service's Caller ID being either the Outbound CID or Inbound number dialed.
3. Fixed Number (as specified by the client).

Campaign Statistics

Previously, campaign statistics were available as an aggregate of campaigns within a Service. This enhancement allows for current-day campaign statistics for the individual campaigns within a Service. The following data is available to be retrieved through API at the Service ID level and/or the Campaign ID level:

• Uploaded
• Loaded
• Completed
• Remaining
• Time zone data

This enhancement is for only active campaigns (that is, campaigns that are playing, paused, loaded, or built).

Consent Module

The SMS consent module now contains the following properties:

• Keywords to opt in the Service (comma separated): This property contains the keywords to opt for a service. The default values are START, BEGIN, CONFIRM, SUBSCRIBE, and CONTINUE.
• Keywords to opt out the Service (comma separated): This property contains the keywords to opt out of a service. The default values are CANCEL, UNSUBSCRIBE, and STOP.

The consent module also allows adding up to 20 additional keywords in both opt-in and opt-out properties.

Contact Export Jobs

You can now configure the custom export directory on the SFTP server to store all exported files. To facilitate this enhancement, the Export Path : sftp:// field is added to the Jobs window. The default value in this field is /ftpOut.

To configure the custom export directory:

Contact Import Jobs

The Contact Manager import jobs now include the following enhancements:

• The import job runs in the background, and the Contact Manager displays the status and the processing time after it is completed, on the Job History tab of the Jobs window. This eliminates the failure of jobs after 30 minutes due to timeout.

• The success and error messages are now detailed.
• The File Name field is renamed File Name Pattern to enable you to specify the name pattern for the contact import files. For example, if the file name pattern is *filename*, all the files that contain the text filename in their names are selected for the import job.

This enhancement also minimizes the number of jobs required for import into the Contact Manager when the files use the same format but different file naming conventions.

To configure the filename pattern:

Copy to Clipboard Field

You can now copy the standard Contact Manager fields and the Call Flow variables to an agent's clipboard. To facilitate this enhancement, the following changes are made:

•  On the ScreenPop tab of the Agent Desktop window, next to the Copy To Clipboard field, is added. When you click this icon, the Copy To Clipboard window appears.

• In the Copy To Clipboard window, in the Source drop-down list box, the Contact and CallFlow options are added.
  

  • The Agent Desktop window appears when you click the Agent Desktop option in the Agents section of the Configure tab.
  • The Remove icon () is added next to the Copy To Clipboard field to enable you to clear your selection.

To copy a Contact Manager or Call Flow field to a clipboard:

Designer

Home Bar

You can now configure the home bar icons, including their tooltip, and the search options on the home bar, for the Agent Desktop. To facilitate this enhancement, the following changes are made to the Properties subtab for the Home Bar element on the Designer window:

• The Configure button is added. You can select from over 30 different icons and also can define what page each icon invokes by using the Target Page column.
• The Search By field is added. It contains the following options: Accounts, Notes, Contacts, and Tickets.

Mapping a Ticket Form to a Designer Desktop

To enable a ticket form on the Agent Desktop, the Forms element is added to the Ticketing group on the Design subtab of the Designer window.

Knowledge Base (KB) Portal Mapping

To provide your agents access to Knowledge Base, the following changes are made to the Desktops tab of the Designer window:

• On the Design subtab, the KB group containing the Portal element is added to the desktop toolbar. This displays the portal as a separate section on the Agent Desktop.
• On the Properties subtab for the Home Bar element, the Knowledge Portal Button checkbox is added. This displays the portal as an icon on the Agent Desktop.

Dialing Records with Null Account

Your agents can now dial a number (manually or through a scheduled callback) that has a null account, regardless of the Contact Management setting, if the following conditions are met:

• The Account Number Required checkbox on the General tab of the Agent Desktop window is cleared.
  
  
• The number is not marked as Do Not Dial (DND).

DNC Options for SMS and Email Channels

You can now use the following Do Not Contact (DNC) options for SMS and email channels from the Contact Manager:

SMS Channel

• Do Not Contact for account
• Do Not Contact Today for account
• Do Not Contact for account and phone
• Do Not Contact Today for account and phone

Email Channel

• Do Not Contact
• Do Not Contact Today

Downloading Email Attachments

You can now view and download email attachments when viewing an email interaction on the Thread tab of the Email Thread or Email Detail window in the Contact Manager.

In addition, you can download email attachments in the Account Lookup Report window and the Phone Lookup Report window. To facilitate this enhancement, the Attachments column is added to the tables in the two windows. If an email interaction contains attachments, this column contains  to enable you to download the attachments.

Email Outcome Priorities

Outcome priorities of outbound emails are enhanced so that an email with the Deferred outcome can eventually result in the Delivered outcome.

Increased Agent Desktop Widget Data Size

The data size of the Agent Desktop widget is now increased to accommodate more characters in the input text field so as to avoid errors when saving the Agent Desktop configuration.

Increased SMS Throughput

You can now send 1000 messages/second in a single SMS instance. If more SMS volume is needed, you can add multiple SMS gateways to scale up.

Navigation

The following navigational enhancements are introduced:

• The Call Centers, Service Groups, and Agents subtabs of the Monitor tab appear as options in a drop-down menu, in which Call Centers is the default value.
• The Account and Ticket dashboards are moved from the Configure tab to the Monitor tab.
• The Dialing Config section of the Configure tab is renamed Voice.
• The following sections are added to the Configure tab: Email, SMS, Web Widget, and Knowledge Base.
• The following options are added to the WFM section of the WFO tab: Agent Schedule Adherence and Agent Schedule Forecast History.

Password Reuse Restriction

You can now specify the number of previous passwords that you or your agents cannot reuse when resetting the password. To facilitate this enchantment, the Password Reuse Restriction Count field is added to the Security tab of the Client window. The minimum value and the maximum value that you can specify in the field is 4 and 25, respectively.

To configure the password reuse restriction count:

Real-Time Campaign Statistics

Additional real-time campaign statistics are now updated to reflect the appended campaign records within the LiveVox Portal (LVP). The statistics include the following data within the campaign monitor panels:

• Completed
• Remaining
•  % Completed
• Total
• % Done
• Uploaded
• Loaded

Screen and Call Recording Playback

You can now playback screen and call recordings with synchronized audio and video.

Screen Recording Storage

To further enhance the reliability and availability of screen recordings, LiveVox now uses cloud object stores. To verify the enabled Enhanced Screen Recording Storage option for the portal, go to Configure > Service > Client > Billing > General.

Segmentation Preview

You can now modify a Segmentation template for the Contact Manager and preview the changes immediately. This enhancement simplifies the workflow experience as you no longer need to recreate or copy a Segmentation template to visualize your changes.

Support for Email, SMS, and Voice Import DNC Jobs

You can now configure email, SMS, and voice DNC FTP jobs through the Jobs tab of the DNC window. This tab enables you to create a maximum of five jobs for each DNC type. In addition, it enables you to automate the DNC import process. 

Third-Party Audio in U-QM Tool

Non-LiveVox audio can now be ingested into the LiveVox Portal, enabling the adoption of U-QM in mixed environments and the centralization of your QM process. 

Once third party call recordings are uploaded, users can filter the non-Livevox call recordings under the Score tab of the Assessor editor.

Tickets

Dashboard

To improve usability, the Tickets Dashboard option is now moved from the Ticketing Config window of the Configure tab to the Ticketing section of the Monitor tab.

Screen

You can now delete a ticket type on the Screen tab of the Ticketing Config window. To facilitate this enhancement, is added next to each ticket type in the Ticket Types subsection of the tab.

Settings

• You can now associate a priority with an icon. To facilitate this enhancement, on the Settings tab of the Ticketing Config window, in the Priorities section, the Icon column is added.
• You can now configure the bulk ticket loading process. To facilitate this enhancement, the Default tab of the Ticketing Config window is renamed Settings, and the General section is added to the tab. This section contains the following checkbox:  If loading tickets in bulk into LiveVox and the Ticket already exists in LiveVox do you want to overwrite it?
• You can now classify ticket labels. To facilitate this enhancement, the Components section is added to the Settings tab of the Ticketing Config window.

Work Queue Settings

You can now configure the approval process for the Scheduling task type. To facilitate this enhancement, when you modify a Scheduling task type on the Work Queue Settings tab of the WFO Config window, the following fields are added to the Task Settings window:

• Auto Approve: Indicates if the task must be automatically approved.
• Auto Reject: Indicates if the tasks must be automatically rejected.
• Days before Due Date: Specifies the number of days before which the task must be automatically approved or rejected.