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This document provides an overview of new features and enhancements to existing features of the LiveVox User Portal in the LiveVox U15 release.

New Features 

This section describes the new features in the following product categories.

Controls

Data Management

Intelligent Forecasting in Agent Scheduling

A new tab is available in the Agent Scheduling section for forecasting schedules of agents. You can view the start time and end time of an agent's available work hours, to help auto-assign agents to shifts. 

Agent Cost in Agent Scheduling

You can now configure the hourly cost of an agent in a new field in Agent Scheduling to calculate the cost of a shift for a client.

Export Format Editor

Export Format editor now supports Report Writer. 

Insight


Non-Voice

Downloadable Knowledge Base (KB) Articles

Your customers can now download the KB articles through the web widget. In addition, as they scroll down the list of KB articles on the widget, the list expands to display more articles.

Proactive Web Chat

You can now proactively initiate chat when someone visits your website by displaying a personalized chat invitation message that is triggered by one or more rules based on any of the following parameters: 

  • Address of the current webpage
  • Address of the webpage from where the customer was directed to your website
  • Time spent by the customer on your website
  • Time spent by the customer on the current page on your website

Quality

SpeechIQ under WFO Tab

New Speech Analytics options are available under WFO.

Reports

SMS Billing Report

You can run the SMS Billing Report to identify the count of SMS messages that you have launched in a specific duration.

The SMS Billing Report option is added in Review > Billing Reports > SMS Billing Report.

MMS Billing Report

You can run the MMS Billing Report to identify the count of MMS messages that you have launched in a specific duration.

The MMS Billing Report option is added in Review > Billing Reports > MMS Billing Report.

Voice

Emergency Services

You can add the physical location of your call center and assign a phone number that can be used in case of an emergency. With this feature, an agent can make an emergency 911 call from any manual service in the call center.

The Emergency Services tab is added in Configure > Services > Call centers.


Enhancements

This section describes the enhancements in the following product categories.

Controls


Data Management

Snippets in Script Designer

In Script Designer, you can now create snippets from within your scripts that can be stored and reused. You can also copy and use the pre-set snippets already available in the Scripter.

Insight


Non-Voice

SMS Response Code

To improve tracking, an automated or manual SMS response to any inbound SMS is now sent from the short/long code associated with the inbound SMS (that is, the code to which your customer sent the SMS).

Quality

Reports

 Call Recording Report

The file name convention has been changed for the screen and call recordings that you can download. The new naming convention helps you to match the downloaded call and screen recordings with the records in the generated report. Following is the format of the new naming convention:

  • MMddyyyy_hhmmss_a_phone.mp3

Also, a new search field - Filename Search - has been added in the Call Recording Report window.


Voice

Secure Payment Capture

DTMF tones have been changed to flat sounds, so screen and call recordings are no longer paused when an agent enters Advanced Secure Payment Capture. The screen and call recordings pause as normal in basic secure payment capture.

Scorecard

Support

The following changes about LiveVox Support are made in the LiveVox Portal:

  • The LiveVox Support option is renamed as LiveVox Customer Care.
  • The LiveVox Support window is renamed as LiveVox Customer Care.
  • The Customer Support section in the LiveVox Support window is renamed as Customer Care.
  • The email address in the LiveVox Support window is changed to customercare@livevox.com.
  • The Toll-Free Support Line in the LiveVox Support window is renamed as Toll-Free Customer Care Line.
  • The Report Problem option is deprecated.
  • The Corporate Headquarters address is updated.


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