This document provides an overview of new features and enhancements to existing features of the LiveVox User Portal in the LiveVox U14 release.
New Features
This section describes the new features in the following product categories.
Controls
Feature 1
<Brief description of the feature without screenshots or procedures.>
Feature 2
<Brief description of the feature without screenshots or procedures.>
Data Management
Support for Customized Export Format in Contact Manager
Previously, you can only configure Agents export fromat through Export Format editor. Now, you can also configure export format for contact export. This allows you to export contacts using this configured export format in a text file from Contact manager.
Insight
Monitor Dashboard for Chat Queues
You can now monitor chat queues of agents in real time, including the status of chat threads and any ongoing chats, for the current day.
Non-Voice
Quality
Voice
Enhancements
This section describes the enhancements in the following product categories.
Controls
Feature 1
<Brief description of the feature without screenshots or procedures.>
Feature 2
<Brief description of the feature without screenshots or procedures.>
Data Management
Agent Thread Limits
You can now specify the number of unresolved chat, email, and SMS threads that each agent can add to their inbox.
Call Flow Editor
The Call Flow Editor is now renamed the Contact Flow to reflect the multiple channels of communication offered by LiveVox.
Campaign Jobs
You can now schedule up to 20 Campaign jobs (instead of four) through Contact Manager.
Contact Manager Search
You can now search the Contact Manager for a record that does not contain a value in a field.
List Data Type
You can now add up to 50 values to the LIST data type when configuring a field.
Ticket Workflow
You can now generate an SMS based on an event (for example, status change) through a Ticket Workflow.
Insight
Email and Messaging Threads
You can now act on email and SMS threads by:
- Assigning a thread that is in the group inbox to an agent
- Reassigning a thread that is in an agent's inbox to another agent
- Moving a thread that is in an agent's inbox back to the queue
Non-Voice
Email and SMS ChannelsYou can now view the following information about your email and SMS channels:
- Configured email addresses, long codes, and short codes
- Agents who have access to the channels
- Email and SMS settings for the services
MMS Support
You can now enable your agents to send/receive SMS messages (mass and transactional) with multimedia content.
Web Chat
You can now enable your agents and customers to send files to each other through web chat.
Quality
Voice
Agent and Call Center Monitor Dashboards
The monitor dashboard for call centers now also includes data pertaining to agents.
Voice Monitor Dashboard
The monitor dashboard for the voice channel is now enhanced to include charts and enable you to manually switch among the inbound, outbound, and blended modes.