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.
Data Management
Export Format Settings
Report Writer is now moved to the Export Format settings.
External Links
For sites that do not allow their webpages to be displayed on the Agent Desktop, you can now invoke their external links on the Agent Desktop through Designer.
Non-Voice
Downloadable KB Articles
Your customers can now download the Knowledge Base (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.
New SMS Service Provider
A new service provider is now available to enable you to send SMS or MMS to landline and toll-free numbers.
This service provider does not have any message throughput limits.
Proactive Web Chat
You can now offer assistance to your customers when they visit your website by proactively initiating chat based on certain conditions (defined by site behavior). In addition to optimizing your website experience, this feature ensures that your customers receive help when required.
Quality
Agent Cost
You can now configure the hourly cost of an agent to calculate the cost of a shift.
Agent Forecasting
You can now create agent staffing forecasts based on historical data or presumed work volume. In addition, based on these forecasts, you can create a schedule and manually or automatically assign it to your agents, depending on their availability.
Agent Scheduling Window
In the Agent Scheduling window, the Schedules, Shifts, Agents, and Settings tabs are enhanced.
Reports
Email Billing Report
You can now generate the Email Billing Report to identify the count of emails that you have launched in a specific duration.
SMS Billing Report
You can now generate the SMS Billing Report to identify the count of SMSes or MMSes that you have launched in a specific duration.
Voice
E911
You can now add the address of your call center and assign a phone number to be used in case of an emergency. This feature enables your agents to make an emergency 911 call from any manual service in the call center.
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) for the monitor dashboard.
Data Management
Advanced Contact and Ticket Filters
To filter contacts and tickets, you can now use advanced criteria that support conditional logic.
Authentication Method in Functions Library
When creating API requests that include the OAuth or OAuth2 authentication method on Designer:
- In the request from the LiveVox database to your endpoint devices, you can now use the grant type either in the header or in the body.
- In the response from your endpoint devices to the LiveVox database, you can now use the access token variable either as accessToken or as access_token.
Contacts Element of Designer
The Contacts element of Designer now has the following enhancements:
- Contact Detail:
- You can create groups and modify their order.
- You can modify the labels of all fields.
- Contact Directory:
- You can configure the Contact Directory screen.
- You can modify the labels of the phone position fields.
- You can define which phone position fields appear on the Agent Desktop.
- You can manage phone, SMS, and email consent.
- Contact Highlight:
- You can add custom fields from Contact Manager.
- You can modify the labels of all fields.
- You can display the information from contact flow variables and the Transaction table.
KB Question and Trending
You can now assign questions to a Knowledge Base (KB) article and display the most popular articles and/or questions on the KB portal of your web widget or Agent Desktop.
Scheduled Callback Routing
You can now route a scheduled callback based on the agent skill defined in the Schedule Callback module of a contact flow.
Scorecard Category
You can now group similar scorecards by creating a scorecard category.
Snippets 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 available in the scripter.
Speech IQ
Call recording files are now sent to Speech IQ as soon as the call recording ends, to instantly process the transcripts, sentiment, and speech analytics data.
Ticketing Workflow
Ticketing Workflow now has the following enhancements:
- You can trigger a workflow only when a certain field in the ticket is updated (for example, when only the status of the ticket changes to Open).
- The ticket labels that appear when you add a condition to a workflow are more readable.
- When updating a ticket field, the mode of selecting a date for the date fields is enhanced.
- When creating a work queue task, you can specify the due date and due time for the task.
- While sending an email, you can specify the CC and BCC recipients for the email.
Work Force Optimization (WFO) Tab
Speech IQ is now integrated with the Assessor feature of the LiveVox Portal (LVP) and displayed on the WFO tab as the Speech IQ section. In addition, the WFO tab is visually enhanced and its other sections are restructured.
LiveVox Support
The LiveVox Portal (LVP) now has the following changes:
- The LiveVox Support option is renamed LiveVox Customer Care.
- The LiveVox Support window is renamed LiveVox Customer Care.
- The Customer Support section in the LiveVox Support window is renamed 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 Toll-Free Customer Care Line.
- The Report Problem option is removed.
- The Corporate Headquarters address is changed.
Non-Voice
Agent Chat Configuration
The single chat configuration that enabled or disabled the agent-to-agent chat and supervisor-to-agent chat is now separated.
Agent Desktop Messagebook
You can now define which email and SMS messages your agents can use for each Agent Desktop when sending a transactional message or responding to an inbound message.
Email Address and SMS Code Restriction
You can now assign an email address or SMS code to specific services so that only the assigned address or code is available to the agents who are signed in to those services when the agents send an email or SMS (transactional).
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
Speech Analytics Data Retention
You can now configure the duration for which you want to retain the Speech Analytics data on the LiveVox platform.
Reports
Call Recording Report
The file naming convention for the call and screen recordings that you can download is now changed to the following format: MMddyyyy_hhmmss_a_phone.mp3.
The new naming convention helps you to match the downloaded call and screen recordings with the records in the generated report. In addition, you can now search for a call recording report by its file name.
Voice
DNC List Import
You can now import the Do Not Call (DNC) list in any file format.
Secure Payment Capture
Dual-tone multi-frequency signaling (DTMF) tones are now changed to flat sounds so that the screen and call recordings are no longer paused when an agent enters Advanced Secure Payment Capture.
Segmentation
In addition to the visual enhancements, the Segmentation section now has the following enhancements:
- You can delete a segmentation directly from the table by using the new Delete icon.
- When adding or modifying a segment, the segment query editor appears in place of the graph.
- The Manage Criteria button and panel are removed. You can view existing criteria in the Segments tab of the Segmentation panel.