Below is the list of key terms used within the LiveVox environment.
Term
Description
10DMT agent
An agent signed in to a 10-Digit Manual with Transfer (10DMT) service who manually enters all ten digits of a telephone number on the keypad to launch a call.
Agent
The end user of the LiveVox Agent Desktop.
Agent Desktop Native (ADN)
An installable application that is designed to enhance agent's experience by providing them with browser-independent access to the Agent Desktop.
Call Center
A logical grouping of services used for reporting and user access control.
Campaign
A list of contact records that can be assigned dialing parameters and loaded into a service for dialing.
Clicker (HCI) Agent
The agent who is signed in to the Human Call Initiator (HCI) service for manually selecting and launching calls from the HCI Agent Desktop.
Clicker (HTI) Agent
The agent who is signed in to the Human Text Initiator (HTI) service for manually selecting and launching text messages from the HTI Agent Desktop.
Client
A LiveVox Portal with a unique ID.
Closer Agent
The agent handling calls that are manually initiated through the 10DMT service or theHCI service.
Service
A virtual agent group with predefined attributes including but not limited to messaging, phone numbers, and termination codes. A service exists within a single call center.
Service Group
A virtual grouping of services used for call routing or reporting.
Skill
The qualification of an agent that corresponds to the attribute of a call. For example, if a call is classified as Spanish, the ACD attempts to route the call to an agent who can speak Spanish.
User
The end user of the LiveVox Portal (LVP), who can be assigned different roles with distinct permissions.