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.

AgentThe 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 CenterA logical grouping of services used for reporting and user access control.
CampaignA 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.

ClientA LiveVox Portal with a unique ID.
Closer Agent

The agent handling calls that are manually initiated through the 10DMT service or the HCI 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 GroupA 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.