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
Data Management
Intelligent Forecasting in Agent Scheduling
A new tab is available in the Agent Scheduling section for forecasting schedules of agents. You can view the start time and end time of an agent's available work hours, to help 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.
Export Format Editor
Export Format editor now supports Report Writer.
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 by displaying a personalized chat invitation message that is triggered by one or more rules based on any of the following parameters:
- Address of the current webpage
- Address of the webpage from where the customer was directed to your website
- Time spent by the customer on your website
- Time spent by the customer on the current page on your website
Quality
SpeechIQ under WFO Tab
New Speech Analytics options are available under WFO.
Reports
SMS Billing Report
You can run the SMS Billing Report to identify the count of SMS messages that you have launched in a specific duration.
The SMS Billing Report option is added in Review > Billing Reports > SMS Billing Report.
MMS Billing Report
You can run the MMS Billing Report to identify the count of MMS messages that you have launched in a specific duration.
The MMS Billing Report option is added in Review > Billing Reports > MMS Billing Report.
Voice
Emergency Services
You can add the physical location of your call center and assign a phone number that can be used in case of an emergency. With this feature, an agent can make an emergency 911 call from any manual service in the call center.
The Emergency Services tab is added in Configure > Services > Call centers.
Enhancements
This section describes the enhancements in the following product categories.
Controls
Data Management
Snippets in Script Designer
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 already available in the Scripter.
Insight
Non-Voice
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
Reports
Call Recording Report
The file name convention has been changed for the screen and call recordings that you can download. The new naming convention helps you to match the downloaded call and screen recordings with the records in the generated report. Following is the format of the new naming convention:
- MMddyyyy_hhmmss_a_phone.mp3
Also, a new search field - Filename Search - has been added in the Call Recording Report window.
Voice
Secure Payment Capture
DTMF tones have been changed to flat sounds, so screen and call recordings are no longer paused when an agent enters Advanced Secure Payment Capture. The screen and call recordings pause as normal in basic secure payment capture.
Scorecard
Support
The following changes about LiveVox Support are made in the LiveVox Portal:
- The LiveVox Support option is renamed as LiveVox Customer Care.
- The LiveVox Support window is renamed as LiveVox Customer Care.
- The Customer Support section in the LiveVox Support window is renamed as 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 as Toll-Free Customer Care Line.
- The Report Problem option is deprecated.
- The Corporate Headquarters address is updated.