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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 of Contacts 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.

Knowledge Worker Desktop Mode

Your back-office agents can now use the Knowledge Worker desktop mode. Knowledge Workers using this mode are automatically placed in the Ready status when they log on. In addition, they are not required to enter an account number when initiating an interaction or enter a termination code when ending an interaction.

Lookup Module

The account_lookup and phone_lookup modules are now replaced with the lookup module, whose features are as follows:

  • Performs a lookup within Services or the Contact Manager to associate an interaction with a relevant Contact record based on the variable you define
  • Supports multiple channels such as inbound chat, email, and SMS

SMS Through Ticket Workflow

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

Support for Customized Export Format in Contact Manager

Previously, you could 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 the 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 the chat queues of your agents in real time, including the status of chat threads and any ongoing chats, for the current day.

Non-Voice

Monitoring Multi-Channel Interactions

You can now use Monitor widget for real-time monitoring of email, SMS, and Web Chat interactions. Also, you can view Agent Inbox metrics from monitoring widgets. In addition, Agent widget provides new metrics of agents handling messaging channels.

WhatsApp Campaign

You can now create WhatsApp Campaigns.

This feature is currently in the Beta phase of development

Quality

Agent Scheduling in Mobile Application 

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

Intelligent Forecasting in Agent Scheduling

Intelligent forecasting provides an ability to create a forecast by using historical data or doing a manual creation. Also, you can choose forecast model (Day or week with precision). In addition, you can create forecasts to support multiple channel interaction(Voice, Email, SMS, and Chat). This feature is available under the Forecasts tab of Agent Scheduling.

Support for External URLs for E-Learning

You can now specify external URL links when uploading the E-Learning content.

Filter E-Learning Assignments

The E-Learning Assignment page has an option to filter the assignment records.

Voice

Artificial Intelligence (AI) Agents

This version introduces new Virtual Agent AI intergation model to allow specific AI vendors to support AI agents through existing APIs. AI-enabled Service facilitates communications with customers, providing the highest level of service, while driving the best possible Customer Service experience.

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 Contact records that do not contain any value in a field.
    • When performing a search in the Contact Manager based on the Account for Livevox Result option, you can now add multiple additional search criteria for the option.

Contact Notes

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

List Data Type

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

Segmentation Criteria

You can now add multiple Segmentation criteria for the Dialed in last 'x' days for Livevox Result field.

Contact Update in Script Builder

Integrate contact update functionality in Script builder, so that the agent can update and save the contact details any time during a call, on the Script panel.

Insight

Non-Voice

Inbound Email Routing

Inbound emails are now routed to Services based on email addresses instead of domains.

SMS Pacing

You can now control the rate at which SMSes are sent to your customers for a given Service.

Web Widget

  • When your customers now begin a chat, they are provided with automated interactive messages and options, which aim to condense the conversation based on their response, before they are connected to an agent.
  • Before deciding to chat with an agent, your customers can now attempt to find the information they need by using relevant Knowledge Base articles, which appear as they type their message in the text box of the Web Widget.
  • Your customers no longer need to reopen the Web Widget to continue chatting with the agent as they navigate to other pages on your website.
  • Your customers can now rate a chat.

Quality


Voice

Agent and Call Center Monitor Dashboards

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

Support for Availbale Agents Field in Monitor Panel Metric

For the Inbound service in Monitor panel, you can now view a new Available Agents field by default. This field indicates the total number of agents who can accept the inbound interaction. For Outbound or blended service, this field can be configurable by using the cog icon. Also, this field is avialbale at Enterpise, Call Center, and Service level.

User Interface (UI) Enhancements to Call Center Settings

Now, you are displayed with all available call centers when you go to Call Center settings. When you double-click on the required call center, you are presented with General, Services, and Change History tabs. The General tab allows you to view or update the general information of the call center. Also, you can view services information and change history from the respective tabs.

The Campaigns tab is now not available from Call Center Settings.

User Interface (UI) Enhancements to Reports

  • ACD Reports section name is updated to Agent Reports.
  • There are below common UI enhancements to specified Reports:
    • You are provided new Export and Print buttons..
    • You are provided a new 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.
    • You can now customize Result columns by clicking on the cog icon (exception Recording Events Report and Call Statistics Report).

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

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

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

Voicemail Recording Report

The Voicemail Recording Report has the following enhancements:

  • You can now download up to 5 recordings from the generated reported by selecting them and clicking on a new Bulk Download button.
  • Now, the downloaded recording audio file name format is more readable. The new format is <date>_<phone number>.mp3. For Example, 05_13_2020_2_31_36_AM_6503517485.mp3
  • Under the Status result column, you can now view the status of voicemail (heard by agent or not) with icons (/).
  • You can now use icon to play the voicemail audio or  icon to download the voicemail.

Personalized Voicemail Greetings on VM 2.0

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

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