The Billing tab enables you to view the billable platform features. Features enabled on your LiveVox Portal (LVP) display a green checkmark, whereas disabled features display a red checkmark.

  • To enable a feature, contact your Account team.
  • Not all billable features appear on the Billing tab.

The following table describes the sections that appear on the Billing tab.

SectionProductDescription
General


Encrypted Fields

When enabled, you can modify the label of up to five dedicated encrypted fields for the Contact entity. See Adding and Modifying Encrypted Fields.

Trusted Partners

Trusted partners to your LVP. See the Trusted Partners tab.

  • A Trusted Partner model allows two LiveVox sites to share data with each other.
  • Contact your Account team to add the Trusted Partners add-on to your site.
Single Sign On

Enables you to log in to the LiveVox Portal through a third-party identity provider, such as Okta.  See Configuring the Single Sign On (SSO) Capability.

API

Enables you to access public APIs.

LiveVox Application Programming Interfaces (APIs) help integrate the functionality of the LiveVox platform with third-party applications such as Customer Relationship Management (CRM) systems and other systems that you use to manage your accounts and calling lists. The APIs can also be used to build custom applications that make use of LiveVox features such as custom Agent Desktops and reporting dashboards.

Channels

Voice Channel

Enables you to configure the voice channel for communication between agents and customers.  See Creating Agents and Agent Profiles.

You can assign the voice channel to an agent through the Channels tab of the Agent Details window. 

SMS Channel

Enables you to configure the SMS channel for communication between agents and customers. See Creating Agents and Agent Profiles.

You can assign the SMS channel to an agent through the Channels tab of the Agent Details window. 

Email Channel

Enables you to configure the email channel for communication between agents and customers. See Creating Agents and Agent Profiles.

You can assign the email channel to an agent through the Channels tab of the Agent Details window. 

Chat Channel

Enables you to configure the chat channel for communication between agents and customers. See Creating Agents and Agent Profiles.

You can assign the chat channel to an agent through the Channels tab of the Agent Details window. 

Messaging Channel

Enables you to configure the messaging channel, such as WhatsApp and Facebook Messenger for communication between agents and customers.  See Creating Agents and Agent Profiles.

You can assign the messaging channel to an agent through the Channels tab of the Agent Details window. 

WFO

Agent Scheduling

Enables you to create and assign shifts to your agents.  See Schedules.

Advanced Agent SchedulingEnables you to use advanced options for agent scheduling, such as adherence dashboard and forecast history.  See Schedules.
Work QueueEnables you to view e-learning, agent scheduling, and arbitration tasks. See Accessing Work Queue.
E-Learning

Enables you to access e-learning tools within the portal and manage e-learning content.  See Accessing eLearning.

Agent Assist

Enables you to access Agent Assist tools that use speech-to-text processing to help your agents with necessary information and guidance during interactions. See Accessing Agent Assist.

Speech IQQM

Enables you to use the Quality Monitoring tools. See Quality Management.

Speech AnalyticsEnables you to analyze your recorded calls. See SpeechIQ/SpeechIQ+.
API FeedEnables you to configure an API feed for SpeechIQ.  
Advanced TTS

Enables you to select advanced Text-to-Speech (TTS) engines (Amazon and Google) within contact flows and phrases. See the Speak module.

These TTS engines provide high-fidelity speech synthesis that sounds natural.

 

Transcribe All CallsEnables you to transcribe your calls. See SpeechIQ/SpeechIQ+.
Sentiment Analyze All CallsEnables you to  analyze your recorded calls based on sentiment. See Alerting.
Sentiment Analysis Realtime
Enables you to analyze the sentiment of your interactions in real time.  See Alerting.
Call Summarization
Enables you to obtain a summary of the calls for further analysis. See Keyword List Summary.
Intent IdentificationEnables you to identify the intent in the interactions. See Interaction Intent.
Recording


Call RecordingEnables you to record calls between your agents and customers.  See Call Recording.
Screen RecordingEnables you to record screens during a call between your agents and customers. See Screen Recording. 
AnalyticsBI Analytics

Enables you to replace static reporting with fast graphical views of operational data. See LiveVox Unified Analytics.

LiveVox Analytics provides an integrated, highly scalable, and secure cloud Business Intelligence (BI) solution to create insightful and actionable intelligence that leverages your LiveVox data.

Contact Management


Attempt SupervisorEnables you to access Attempt Supervisor to set a limit for the maximum number of contact attempts to an account or a phone number, as part of the dialing compliance plan for a user. See Attempt Supervisor.
Accounts

Enables you to manage accounts and use them in association with contacts and tickets. See Setting Up Accounts.

Designer

Script

Enables you to create and manage the agent desktop experience by designing desktops for agents. It uses an interface that enables you to preview the agent desktop as you design it (that is, the What You See Is What You Get system). It contains components and containers that are used to display the contact information (Contact Center CRM) on the agent desktop and targeted scripts for guiding an agent to perform specific activities.

Script comes with the Designer Desktop, so you do not need a separate license.

Contact Management

A selected checkbox indicates that Contact Manager, including all its features, is enabled.

  • You cannot modify this checkbox.
  • This setting is not applicable for null accounts (that is, accounts with no account number).
Customer CareTicketing

Enables you to configure the ticketing tool. See Ticketing.

Knowledge BaseEnables you to configure the Knowledge Base portal.  See Knowledge Base.
UCaaSEmergency Services

Enable your agents to make an enhanced 911 (E911) call. See Viewing Phone Number Records. 

Meetings

Enables you to join or schedule meetings on the Agent Desktop or through the Meetings mobile application. 

ChatEnables you to chat with other agents. 

PBX

Enables you to use the Private Branch Exchange (PBX) billable option. 

LiveVox offers a cloud-based hosted IP PBX (Internet Protocol-based Private Branch Exchange) service tailored for back-office users who do not want to rely on a Customer Premises solution.

Limits

The Limits section displays the amount of records supported in Contact Manager. Contact Manager can support up to 20 million records per client; however, the default limit is one million records. Records above the one million record limit incur an additional cost.

You can choose from the following following record limit options:

  • 1 million
  • 3 million
  • 6 million
  • 12 million
  • 20 million

You cannot create new records in Contact Manager above the configured limits. A notification is displayed on the portal when you have reached or are approaching the limit. To update the Contact Manager Record Limit, contact the LiveVox Customer Care Team.

Agent Licenses

The Agent Licenses section provides a table (view-only) with the following counts for Active Agent, SMS, Email, Chat Licenses, and so on.

  • Licenses: List of available licenses.
  • Allotted: Number of allotted agents.
  • Assigned: Number of assigned agents.
  • Available: Number of available agents.
  • Unique Agent MTD Login: The count of unique agent logins for the current month to date.