In the LV19 release, there are several changes including the following:

  • In the Contact Flow section, the Contact Flow Engine (CFE) modules have been organized into new palettes by function.
  • In the Contact Manager, a new feature called Happiness Index has been introduced.
  • International Dialling using the Quick Connect service has been introduced. You can call customers in other countries from your country and include international numbers in campaigns.
  • Agent Skill Report has been introduced.
  • Hyperlinks in chats have been introduced. When a customer clicks the web address link in a chat, the address opens in a new browser tab.
  • In the Contact Center CRM Agent Desktop, LiveVox Connect (LV Connect) has been introduced. LV Connect acts as a notification or a bulletin board channel.
  • In WFO, Work Center has been introduced. Work Center provides a unified workspace for agents and supervisors and acts as an up-to-date and centralized hub for all tasks and responsibilities.

To view the new features and enhancements in LV19 release, see General Availability Release Notes.

The following table lists the major differences between U17 and LV19.

U17LV19


The LiveVox Portal (LVP) navigation panel has been redesigned to enhance the user experience and simplify the user interface (UI). The Configure, Monitor, and Review tabs have been moved to the left of the portal for easier access and improved design. 

In the Configure > Campaigns > Segmentation window, a new Filter field is added to search and list the required campaign segments. 


In the Client window, the Security tab has been enhanced to include Inactivity Timeout, Show Inactivity Warning (Agent/User), and Max Session Timeout (TTL).

In the Call Centers window, a new Filter field is added to search and list the required call centers.

In the Configure > Services > Services window, to modify a service, you must select the service from the drop-down list.

In the Configure > Services > Services window, all the available services are listed. Double-click a service to modify the service.

In the Agent Details window, a new tab named License has been added. From the License tab, you can assign the following products to your agents:

  • Customer Relationship Management (CRM)
  • Script
  • Ticket
  • Quality Management (QM)
  • Screen Capture
  • Customer Satisfaction (CSAT)

Filter the agent desktops from the Desktops drop-down.

In the Agent Desktop window, a new Filter field is added to search and list the required agent desktops. Also, all the available agent desktops are listed in the window. Double-click a desktop to modify it.

In the Agent Skill window, a new Filter field is added to search and list the required agent skills.


In the Agent Teams window, a new Filter field is added to search and list the required agent teams.


In the Quick Responsebook window, a new Filter field is added to search and list the required Quick Responsebooks.

Happiness Index, Happiness Trend, and Happiness Last Updated fields have been added. The Happiness Index is a customer satisfaction and trend snapshot of a contact based on calculated sentiment scores of past interactions. 

In the Configure > Contacts > Contact Views window, a new option, Change History, has been added.

In the Configure > Voice > Strategy window, a new option to filter the strategies has been added.

In the Configure > Messaging > Messages window, a new option to filter the messages has been added. Also, all the available messages are listed in the window. You can double-click on a message to modify it.

In the Configure > Messaging > Contact Flow window, a new option to filter the contact flows has been added. Also, all the available contact flows are listed in the window. You can double-click on a contact flow to modify it.


In LV19 release, the Contact Flow Engine (CFE) modules have been organized into new palettes by function, and each module has a new icon that depicts its core feature.


Review


In the Review > Agent Reports section, a new report named the Agent Skill Report has been added. The Agent Skill Report contains statistics about how calls are handled by agents based on an agent’s skill level.

In the Review > Agent Reports section, a new report named the Clicker Efficiency Report has been added. It provides a report of agents based on the amount of clicks and calls launched in an average hour.

WFO


In the WFO > SpeechIQ section, the following options have been added:

  • Search and Score: Lists all the interactions that are recorded and sent to U-QM. 
  • Add Interactions: To manually add nonvoice interactions to SpeechIQ for further processing.
  • Interaction Intent Dashboard: Provides a single view of all the interaction-related data.
  • Quality Management Dashboard: Provides a high-level overview of the important interaction data, evaluation statistics, agent performance, and tasks queue in the form of charts and tables.
  • Word Cloud: Enables the assessors to quickly identify the usage and frequency of keywords. 


The Reporting section has been renamed to Conversation Reporting.
A new report called the File Processing Report has been added. It provides information about manual upload of files, such as subfolder name, extension, file count, and size.

The Configuration section has been renamed to Conversation Configuration.  
A new option called Keywords Modelling has been added to identify the keywords that are most commonly used in various interactions.

The Quality Management Dashboard and Word Cloud have been moved under the SpeechIQ section:

In the Workforce Management section, a new dashboard named the Performance Dashboard has been added. It allows you to monitor the performance of your call center, service, team, or agents. 

In the Work Queue section, a new option named Work Center has been added. Work Center provides a unified workspace for agents and supervisors and acts as an up-to-date and centralized hub for all tasks and responsibilities.