Additional Metrics for the Voice Monitor Dashboard

You can monitor the following metrics on the voice monitor dashboard and define their threshold range for alerts on the dashboard:

  • Agent In Call
  • Agents Logged In
  • Calls
  • Calls Connected
  • Calls Failed
  • Calls In Queue
  • Calls Transferred
  • Charge
  • CIP (calls in progress)
  • Remaining
  • Time On Hold
  • Total Calls
  • Total Not Ready Time
  • Total Ready Time
  • Total Talk Time
  • Total Wrap Time

To facilitate this enhancement, in the GUI Settings window, on the Configuration tab, in the Available Widgets section, the Metrics widget has been added. 

Audio Path

When configuring agent details, the Audio Path (Out) field is optional. 

If the Audio Path (Out) field is not configured for agents who do not use the Call Using Computer option, they cannot log on to the Agent Desktop.

STIR/SHAKEN Support

STIR stands for Secure Telephony Identity Revisited and SHAKEN stands for Signature-based Handling of Asserted information using toKENs.

STIR/SHAKEN is a framework of protocols and policies intended to combat illegal caller ID spoofing on public telephone networks. Illegal Caller ID spoofing is used by robocallers to mask their identity or to make it appear that the call is from a legitimate source, often a nearby phone number with the same area code and exchange, or from well-known agencies.

LiveVox provides STIR/SHAKEN support including digital signatures for outbound dialing, as well as processing of inbound digital signatures. STIR/SHAKEN was completed in compliance with the requirements of the TRACED ACT and in conjunction with the broader telephony network infrastructure.

Outbound Calls

When calling from the LiveVox platform (and where the transport carriers and devices support STIR/SHAKEN), the call recipient receives a translation of the LiveVox digital signature, which provides additional verification of the calling party and caller ID.

Outbound STIR/SHAKEN support is available in all production platform versions (U11+). 

Below is an example of an outbound call placed to and received by an Android device's main screen, where the Number Verified message is visible.

Below is an example of an outbound call placed to and received by an iPhone device in the Recents (Call History) screen, where a grey checkmark is visible.

Inbound Calls

Inbound calls received through the LiveVox Agent Desktop can be configured to relay the Verification Status (VERSTAT) of those calls. For more information, see the STIR/SHAKEN Support section of the Release Notes - Agent Portal (U17) page.

  • This functionality requires configuration in both the Contact Flow Engine and the Agent Desktop.
  • Inbound STIR/SHAKEN support is available as of the U17 platform version release.

Configurable Caller ID

The Direct Inward Dialing (DID) number for a Knowledge Worker agent acts as the agent's caller ID when the agent logs into and uses the Manual Dial outbound services.