Agent to Agent Chat - New Client Editor Portal Tab
With this version the Agent Portal and Portal Customization tabs in the Client editor have been combined into the new Portal tab. This tab includes the Agent Portal Settings and the LiveVox Portal Settings.
Previously,
Now,
LiveVox has expanded the Chat tab on the agent desktop to allow agents to chat with each other. Users can configure this feature from the new Configure > Client editor > Portal> Agent to Agent Chat option. Enabling this option allows agents to view other agents connected to the voice portal as well as supervisors from the Chat tab. In addition, with this version, agent can start conversations with their supervisor. Previously, only supervisors could start chats with the agents.
New View-Only Billing Tab in Client Editor
This version introduces the new view-only Billing tab in Client editor.
- Contact your Account team or Client Services to discuss add-on product setup for your site.
- All billable products/features are not visible currently. More products will be added to the Billing tab in the future releases.
This tab shows the following billable add on products and currently utilized add on products is show as checked.
- Analytics - A tool that provides an integrated highly scalable and secure, cloud business intelligence solution to create insightful, actionable intelligence that leverages LiveVox data.
- BI Analytics - If enabled, the BI or the business intelligence tool will be accessible. It is an easy to use product that replaces static reporting with fast graphical views of operational data.
- API - A set of APIs (Application Programming Interfaces) for integrating the functionality exposed by the LiveVox platform with third-party applications such as CRM systems and other systems of record used by clients to manage their accounts and calling lists. The APIs can also be used to build custom applications that make use of LiveVox functionality, such as custom agent desktops and reporting dashboards.
- API - If enabled, public APIs will be accessible.
- Quality Assurance -
- Transcribe - If enabled, the call recording report will put the audio recording into written format.
- WFO - It is a Work Force Optimization (WFO) tool.
- Assessor - If enabled, the permitted users will be able to monitor agents.
- Designer - If enabled, it permitted users will be able to manage an agent or manager desktop that can be integrated with Agent Desktop Scripting or UAD, or as standalone for non-agent access and for agents to access without being on a call.
- Screen Recording - If enabled, the screen recording configurations will be available under the Agent Desktop editor and screen recording report will be available under WFO tab.
Billing tab in Client editor - U9Previously, the view-only Screen Recording Setting option was available in the Settings tab of Client editor. With this version, the option is moved from Settings tab of Client editor to Billing tab of Client editor as shown in the above screenshot.
Screen Recording Setting option in Settings tab of Client editor - U8This version introduces International dialing via manual dial services.
This version allows the users to configure the specific International manual dial services by disabling the Outbound Compliance Enabled option. This allows the dialing outside of standard North American continental hours of operation (24-hour dialing). To configure, navigate to Configure > Client / Services > Services > ACD Settings tab. Disable the Outbound Compliance Enabled checkbox.
Outbound Compliance Enabled option in Services editorAlso, Contact manager allows the users to store the maximum of 13 digits phone number for International dialing. To add International phone number, navigate to Configure > Contacts > Contacts. Under the Contacts tab, Click on Add or double click a contact. The users will be presented with the Contact screen. Under the Channels tab, the users can add the phone number up to 13 digits.
Edit Phone screen in Contacts managerSMS and Email Enhancements
Restrict Launch of Email or SMS based on Consent
With this version, users are now able to define what SMS or Email Opt-In Message can be used on a specific service. These Opt-In messages can be defined in Message editor and assigned on any service that is used to launch email or SMS campaigns. In addition to the Opt-In messages, users are able to define whether an email or SMS consent is required for any email or SMS communication done on the Service.
- Email or SMS Opt-In messages can be sent regardless of the configuration of Email Consent Required and SMS Consent Required options.
- Email or SMS Opt-In messages can be sent even if suppression list has the entries.
SMS and Email Suppression List
Previously, the system was providing Dial-Time DNC for phones only. This option checks against the Do Not Contact (DNC) list at the time of dialing instead of build time.
DNC editor - U8
DNC editor - U9
SMS suppression list in DNC editor
UI Enhancements in Monitor tab
With this version, the UI of Monitor tab is updated to provide more flexible user experience with more readily available data depending on the type of services a user is viewing. A new graphical view is displayed by default at the enterprise level (Monitor and Agents panels) if the number of call centers is less than or equal to 5 and at the call center level (Monitor and Agents panels) if the number of services is less than or equal to 20.
Users can flip from graphical to tabular view by clicking an icon
in the upper right-hand corner of the widget. Similarly, users can flip from tabular to graphical view by clicking an icon 
in the upper right-hand corner of the widget.
- The flipping of graphical and tabular views is not supported in IE browser.
- The only tabular view is available if the number of call centers is more than 5 at the enterprise level. Similarly, the only tabular view is available if the number of services is more than 20 at the call center level. There is no option available to flip the view in these scenarios.
Under graphical view, Monitor panel displays the services related statistics of the specific call center in the graphical format. Users can access the data for different call centers via carousel (dots at bottom of panel). They can see the statistics of outbound, inbound, or blended services as per the type of Monitor panel configured under GUI settings.
- Monitor Outbound - Displays pie charts of the outbound service statistics with the longest hold duration and percentage of completed records from loaded records.
- Monitor Inbound - Displays pie charts of the inbound service statistics with the service-level and various service average timings.
- Monitor Blended - Displays pie charts of outbound and inbound service statistics with various average timings for inbound service.
Monitor Blended panel in graphical view
- Agent States - Displays a pie chart of the distribution of agents by state. Each agent state is represented by a different color.
Agents States in graphical view
- Live Connects - Displays the number of calls handled by agents versus time in increments of 5 minutes for the last half hour.
Live Connects in graphical view
- Time Stats - Displays the total time in minutes spent by agents in the specified states for the current day. Each state time is represented by a different color.
Time Stats in graphical view
Under
Contact Manager Enhancements
Account Ownership Fields
U9 provides users the ability to assign the ownership of a contact in Contact manager to an agent, agent team or both. Users can easily search and create campaigns based on this assignment. Navigate to Configure > Contacts > Contacts. Under the Contacts tab, click on Add or double click a contact. Users will be presented with the Contact screen. They can utilize the Contact Ownership section of Contact screen to further define the Agent field, Agent Team field or both.
Greater List Segmentation
With this version, the Segmentation editor, basic and advanced search filters in Contacts manager are enhanced to support additional search criterion and dynamic data types. This user friendly segmentation tools can be utilized for day to day campaign management.
- Date field types now support dynamic dates and search operators
- Available search operators: >, <, =, >=, <=, !=
- Date Comparisons: Current Month, Date picker, Number of Days Back, Number of Days from Today, Number of Months Back, Number of Weeks back, Today
Date field search in U8
Date field search in U9
- String field types allows dynamic search operators
- Available search operators: In, Not In, Starts With, Contains, Regex, Equal To, Ends With, Is Null, Is Not Null
- Available search operators: In, Not In, Starts With, Contains, Regex, Equal To, Ends With, Is Null, Is Not Null
String field search in U9
- Number field types include the following search operators:
- Available search operators: >, <, =, >=, <=, !=, Is Null, Is Not Null
- Available search operators: >, <, =, >=, <=, !=, Is Null, Is Not Null
Number field search in U8
Number field search in U9
- Basic and Advanced search now include the following new search fields:
- Campaign – Filter all records that are included in specific campaign. Only active campaigns are displayed for 30 days.
- Agent Id – Filter based on Agent associated to a record
- Agent Team Id – Filter based on Agent Team that is associated to a record
- Account for LiveVox Result (Updated) now includes dynamic dates
Bulk Changes
With this version, users can make changes to the set of filtered Contact manager accounts in bulk using the Bulk Changes button. They can also null out existing value for contact fields and delete fields using the Bulk change. Navigate to Config>Contacts>Contacts>Bulk Changes button.
Bulk Change button in Contacts tab - Contacts manager
The below screenshot shows the Bulk Change window that allows the users to define the category that needs to be changed. For example, user can select category as Change Status to update the Status for the filter set of contacts.
Bulk Change window
Not all the contact fields are available for Bulk Change operation. Users can modify the fields that are available in the Category drop down list.
Previously, in order to update the data users had to make changes via individual manual entries or by uploading a new file.
All standard reports can be scheduled through Job Scheduler
With this version,any standard report can now be scheduled through Jobs Scheduler. The following report are include as part of this release:
- Extended Campaign Report
- Email Campaign Summary Report
- Call Recording Report
- Clicker Efficiency Report
- Agent Team Summary Report
- Call Monitoring Report
- Call Transfer Report
- Recording Access Report
Jobs can be requested and created by contacting Client Services.
Previously Job Scheduler was used to run only some of the standard jobs and client requests were turned down if a report was not on the list to be scheduled.
Asynchronous User Tasks
With this version, DNC uploads are completed asynchronously, meaning users can start DNC uploads and then navigate away from the page to complete other tasks as well as have better insight into the success or failure of DNC uploads.
A new User Tasks option is available under the user drop down menu in the voice portal that displays the details of a user’s tasks in queue.
New User Tasks option in User drop down menu
Clicking the user tasks option brings up the User Tasks window which displays the details of 1000 records in descending order of time.
User Tasks window
Users can view the details of the success or failure of the DNC upload in the user tasks window and manually refresh the status by clicking the Refresh button.
- If a record is invalid it is noted in the description and all valid records are uploaded successfully.
However, if the number of invalid records reaches 25 the entire upload fails and no records will be added to the DNC.
Previously, process to import a file was synchronous and took around 30 minutes to complete the process. Also, users did not have the ability to view the progress of the task.
New Interaction tab in Campaign Details Screen
The Campaign Details screen now displays a new Interaction tab. This tab provides the details of all the interaction attempts made on a particular record.
Call Flow Editor Enhancements
Support for Nested JSON and Array Requests via variable_assignment Module
The Variable Assignment Module assigns values to variables. This module now supports a new Variable Assignment editor which allows users to construct nested JSON and store in a CFE variable. The subsequent call flow can use the CFE variable to consume the nested JSON.
The following types of Nested JSON and array requests are supported under the actions menu in the Variable Assignment editor:
- Auto: Automatically determined from the value and can be String, Number, Boolean or Null.
- Array – An array contains an ordered collection of values.
- Object – An object contains an unordered set of key/value pairs.
- String – Is not determined from the value, but always returned as a String.
To open the Variable Assignment editor. Select the Assignment Expression message property from the variable_assignment module:
Select the 
icon to open the actions menu.
The actions menu displays the types of supported nested JSON and array requests.
New Consent Module
This version features the new Consent module added to track incoming SMS for key words so that consent flags and DNC entries can be updated automatically. Supported key words include:
- SMS Opt-In: Start, Begin, Confirm, Subscribe, Continue.
- SMS Opt-Out: Cancel, Unsubscribe, Stop.
The consent module is found under the advanced modules menu:
Consent module significantly reduces the complexity of the call flow from previous versions. Previosuly:
With this version:
Transactional Email Enhancement - Embedded Image Support From Email Module
Previously, users could enable unsubscribe links, add email triggers on any existing Call Flows, and add attachments from the email module.
With this version, users can also embed an image in the email template in addition to all the previous functionality.
To embed an image, navigate to Configure > Messaging > Call Flow editor > Call Flow > Modules. The email module is available under the basic module menu.
email module in Call Flow editor
Double clicking on the email module will present email screen. Navigate to Message Properties > Email Message. Users will be presented with the Email Editor screen. Users need to add a text box and then drag and drop the Image option form the editor's left column.
Email Editor for Template
Double clicking on the image area will present the screen to upload the image.
Select Image screen
The customers receive the image in the email body when the email is sent by using this email template.
New Scheduled Callback Editor
With this versions, users can view all IVR Scheduled Callback and Manual Agent Scheduled Callbacks via Scheduled Callback editor. The Superuser/Sysadmin level users have the ability to view and modify the scheduled callbacks. Manager users are able to view scheduled callbacks.
Scheduled Callback editor provides the users the ability to filter/search for callback entries, also perform various tasks such as confirming in advance, cancelling when needed and for validation of when the callback is scheduled. Navigate to Config>Agents>Scheduled Callback to view the Scheduled Callback editor.
The edit scheduled callback window allows users to modify Scheduled Date, Time, and Agent details. In addition to modifying Scheduled Callback details, users can also cancel the Scheduled Callback as long as it is not queued up for dialing.
Users can view the scheduled callbacks of a Contact by navigating to Config>Contacts>Contacts>Double Click a contact>Scheduled Callback tab.
Users can view the scheduled callbacks of an Agent by navigating to Config>Agents>Agents>Double Click an agent>Scheduled Callback tab.
Screen Recording Enhancements
Screen Recording Controls
This version allows the users to configure the call recording controls as audio and screen recording controls in conjunction with LiveVox Agent Desktop Native(ADN) screen recording application.
Screen Recording Control Enabled option will be displayed only if agent screen recording is enabled. Contact your Account Executive/Account Manager to request the agent screen recording functionality.
To configure the functionality, navigate to Configure > Agents > Agent Desktop > General > Settings. Select new Screen Recording Control Enabled checkbox to enable call recording controls as audio and screen recording controls. For agent specific information, see Agent Enhancements U9 section.
Screen Recording Control Enabled option in Agent Desktop
Percentage based screen recording
Previously, when the screen recording was enabled, all the calls were recorded.
This version allows the users to configure the percentage of calls to be screen recorded with audio. This setting is independent of the audio recording setting.
Screen Recording Control Percentage option will be displayed only if agent screen recording is enabled. Contact your Account Executive/Account Manager to request the agent screen recording functionality.
To configure the functionality, navigate to Configure > Agents > Agent Desktop > General > Settings. Specify the percentage of screen recording by using new Screen Recording Control Percentage spin box.
Screen Recording Control Percentage option in Agent Desktop
New Values of Bitrate option for Desktop Native Screen Recording
This version supports the following options: 128, 256, 512, and 1024 kbps. With these options, the system can be configured to maximize quality or minimize screen recording file size.
Bitrate(kbps) option will be displayed only if agent screen recording is enabled. Contact your Account Executive/Account Manager to request the agent screen recording functionality.
To configure the functionality, navigate to Configure > Agents > Agent Desktop > General > Settings.
Bitrate(kbps) option in Agent Desktop
Work Force Optimization (WFO)
Assessor
With U9, WFO is integrated in Voice Portal that includes - Assessor, Call Recording Report and Screen Recording Report. Users require separate login to access Assessor.
Assessor Login
Contact Sales Account Management for more information on how to take advantage of Assessor and its functionality.
- Users can utilize Assessor to score calls, design scorecards and manage tasks. Assessor provides the ability to create a task that will automatically place calls into assessor queue of the permitted users to score. This feature enables intelligent routing of calls into Evaluator queues, providing targeted calls for scoring.
- Score - The Score tab allows the users to search for calls and evaluate them.
- Design-Scorecards - The Design-Scorecard tab provides users the ability to design scorecards and assign them to service, add Questions in order to evaluate the call and further define the Answers.
- Manage-Tasks - Users can create new tasks or utilize a saved task that will use following criteria, in addition to the search options that are currently available:
Set recurring schedules (daily, weekly, or specific days of week) to execute the task.
Retrieve results based on percentage. For example - retrieve 5% of calls for every agent as that is the number that needs to be evaluated.
Specify the user queue where the respective saved tasks will be available. Assessor provides the ability to search for specific user account and assign the tasks to a specific user.
- LiveVox screen recording is now available in Assessor. Screen playback is synchronized with audio and can be displayed in different views.
Screen Recording Playback and Evaluation Section view in Assessor