LiveVox Portal provides tools and resources that helps to optimize the performance of the contact center operations, monitor, evaluate, and improve the quality of customer interactions. LiveVox offers a comprehensive quality monitoring workflow to accurately assess the performance of an agent by recording, analyzing, and scoring agent-customer interactions. You can create custom scorecards and set the scoring criteria for various interactions, enabling you to evaluate and monitor performance based on your organization’s needs.

You can set up alerts and notifications for multiple tasks, agent shifts can be scheduled, and work queue tasks can be tracked, which helps manage compliance and regulatory requirements. It also enables you to identify skill gaps and training needs, assist in agent training, and research customer complaints thus helping managers to improve agent performance.

Benefits

The WFO tab enables you to:

• Listen to call recordings, understand customer sentiments, and monitor the active/silent time of an agent using Speech IQ.
• Enhance agent skills by providing training at regular intervals using Coaching and E-Learning Options.
• Track the progress of different tasks using Work Queue Management.
• Forecast staffing requirements, implement and adjust schedules, monitor adherence to schedules by the agents, and generate shift reports using Workforce Management.

The Work Force Optimization (WFO) tab of the LiveVox Portal (LVP) facilitates the following workflow tasks.

When enabled, the WFO tab appears on the left panel in the LiveVox Portal.

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