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
Feature 1
<Brief description of the feature without screenshots or procedures.>
Feature 2
<Brief description of the feature without screenshots or procedures.>
Data Management
Intelligent Forecasting in Agent Scheduling
A new tab is available in the Agent Scheduling section for forecasting schedules of agents. The start time and end time of an agent's available work hours are presented to support 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.
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 any of the following parameters:
- Current URL (that is, the address of the current webpage).
- Time spent by the customer on your website.
- Time spent by the customer on the current page on your website.
- Referral URL (that is, the address of the webpage from where the customer was directed to your website).
Quality
SpeechIQ under WFO Tab
New Speech Analytics options are available under WFO
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.>