This document provides an overview of new features and enhancements to existing features of the LiveVox User Portal in the LiveVox U13 release.
New Features in LiveVox U13 User Portal
This section describes the new features in the LiveVox User Portal Early Adoption release.
Analytics Tab
You can now view the visual representation of predefined analytics reports in the Analytics tab to enable you to make better decisions based on the insights.
Blocking Inbound Caller IDs
You can now block inbound callers for a specified duration by using the new Block Caller ID feature (in the Voice section of the LiveVox Portal). You can also add, remove, import, export, and search for inbound caller IDs.
Configuring Designer Teckst Widget
You can now use the Teckst widget to enable agents to send SMSes through the Agent (Designer) Desktop for the following desktop pages:
- Contact List
- Contact Highlight
- Contact Directory
- Contact Details
- Contact Actions
- Tickets List
- Work Queue
Selecting a Digital Mode for Agent Desktop
You can now select the Voice Agent mode or the Digital Agent mode for an Agent Desktop by using the new Desktop Mode drop-down list box of the Agent Desktop window.
| Mode | Agent Desktop Options |
|---|---|
| Voice Agent |
|
| Digital Agent |
|
Viewing Email and SMS Service Providers
You can now view the service providers for email and SMS channels.
Enhancements in LiveVox U13 User Portal
This section describes the enhancements to existing features in the LiveVox User Portal Early Adoption release.
Account Dashboard Views
You can now create account dashboard views for yourself, agents, or agent teams to easily find and monitor accounts without the need for a manual search.
ACD Settings Tab
The ACD Settings tab of the Services window is now renamed Agent Desktop and displayed as a section on the Settings tab.
Adding an Agent Hourly Cost and Available Work Hours
You can now add an hourly cost for an agent and the number of hours for which an agent is available.
Agent Schedule on Work Queue
You can now see the agent schedule (overlapping) when processing the queue tasks.
Assessor
The Assessor settings now have the following enhancements:
- Call transcriptions for an agent and a caller are displayed separately.
- The following speech analytics attributes are displayed for all voice calls:
- Agent Talk Time
- Customer Talk Time
- Silence Duration
- Max Silence Duration
- Max Silence Duration Start Time
- Talkover
- The search option enables you to filter recordings.
Basic Service
To improve the U-CRM experience, the AgentReg (Auto) service is now renamed Basic (Auto) and enhanced with blended multi-channel capabilities.
The Basic (Auto) service is routed through an automated cloud and supports inbound and outbound interactions containing the following features:
- Outbound and inbound voice
- Attended voice campaigns
- Email and SMS campaigns
- Two-way email, SMS, and chat communication
- Click-enabled voice, email, and SMS (with the purchase of U-CRM)
The Basic service runs through LiveVox's automated queuers and does not support the following features:
- Preview All campaigns
- HCI or 10DMT campaigns
- Unattended voice campaigns
- Whisper voice campaigns
- If you are using the AgentReg (Auto) service, it will be changed to the Quick Connect (Auto) service during the U13 upgrade.
Billing Duration Report
The Billing Duration report contains the following label enhancements:
- The report name is now Estimated Billing Duration Report.
- The Rounded Duration (Mins) field is now Estimated Duration (Mins).
- The Charge field is now Estimated Charge.
- The Rounded IVR Duration (Mins) field is now Estimated IVR Duration (Mins).
In addition, a note is added to indicate that the report displays only the estimated values.
The invoice that LiveVox sends at the end of each billing cycle contains the exact values.
Customizing Accounts and Contacts Lists for Agents
You can now hide the Accounts, Contacts, or Tickets tabs in the Accounts List and Contacts List sections of the Agent Desktop.
Customizing Columns in the Call and Screen Recording Reports
You can now customize the columns that appear in the Call Recording Report and the Screen Recording Report.
If the Speech Analytics feature is enabled, you can now generate the Call Recording Report for the following attributes for voice calls:
- Agent talk time
- Customer talk time
- Talk duration
- Silence duration
- Maximum silence duration
- Maximum silence start time
Input Filter Enhancements
The Input Filter feature now contains the following enhancements:
- Allows a maximum of 30 substitution entries
- Allows you to select the current date or any other date for Date datatype substitution entries
- Supports full name transformations
Knowledge Base
The Knowledge Base (KB) feature contains the following enhancements:
- Supports configuration to show or hide article highlights
- Provides options to choose whether to display articles on the KB portal or a new tab
- Allows the addition of tags
- Supports configuration of categories and sections for searching the portal
- Displays the related error message if the web crawler or the loading of an article fails
Monitoring Email and SMS Queues
You can now monitor the email and SMS queues of agents in real time, including the statuses of the email and SMS threads.
Notification About Deleted Time-Off Requests
You are now notified when an agent deletes a time-off request. If a pending approval work queue item exists, the status of the work queue item is changed to Cancelled and Agent Cancelled is added as the reason.
Notifying Agents of Inbound SMSes
To improve the efficiency of agents, inbound SMSes are now delivered to their inbox only if the result of a call flow connector is Operator Transfer.
Notifying Agents of Work Schedule Changes
Agent Scheduler now generates QM Work Queue Notification tasks for agents if you have updated inactive time or published shifts.
Phone Dial Attempt Supervisor (PDAS)
The PDAS feature now has the following enhancements:
- Determines the trusted partners based on the LVP-Client Trusted Partner configuration, and hence the Trusted Partner tab is now removed.
- Highlights the violated rules and the reason for the violation
- Provides the export option to enable you to export your DND list.
Printing the Call and Screen Recording Reports
You can now print the Call Recording Report and the Screen Recording Report.
Recording Calls
You can now record calls between agents during a warm transfer.
Renaming Account Lookup Report
The Account Lookup report is now renamed the Contact Lookup report.
Retaining Messages in Personal Inbox
You can now configure the duration for which you want to retain the unresolved email and SMS messages in the personal inbox of agents before the messages are moved to the group inbox.
Saving Custom Preferences
Your custom preferences, such as rearranging and resizing columns and the search criteria in the Assessor window, are now saved when you navigate to other functions in the LiveVox Portal and then return to the Assessor window or when you log on to the portal again.
Searching for a Voice Interaction Based on the Silence Duration
You can now search for a voice interaction based on the duration of silence.
Specifying Time Period in Inbound Efficiency Report
You can now specify the start time and end time when generating the Inbound Efficiency Report.
Support for SMS Action
You can now enable SMS notifications for users on their mobile devices. Users can also configure an SMS message and a phone number to send an SMS.
Supporting Inbound Volume Report in Job Scheduler
A new, view-only Inbound Phone Volume step is available under the Reporting Step of Job Scheduler.
Threading SMS Messages
If the phone number and the short/long-code SMS number linked to an inbound SMS or a manual SMS campaign are the same as those for a previous interaction, the thread that was used for the previous interaction is now used for the new interaction. If a previous interaction does not exist, or if the SMS campaign is new, a new thread is created.
Ticketing
- You can now create more user-friendly ticket forms due to the following enhancements introduced when designing a form:
- Allows the formatting of static fields, the addition of blank rows, and static URLs
- Supports conditional logic where based on the value specified for a ticket field, the form displays related labels and fields for entry.
- You can now create ticket lists and dashboard views for yourself, agents, or agent teams to easily find and monitor tickets without the need for a manual search. In addition, you can perform an advanced search based on all custom fields and multiple values for each search field. You can also perform a search with a blank field.
- You can now create ticket dashboard views for yourself, agents, or agent teams to easily find and monitor tickets without the need for a manual search. In addition, you can view the total number of accounts assigned to each agent and agent team in the agent and agent team widgets.
Work Queue
The search feature of the QM Work Queue and QM Work Queue Performance Reports windows is now enhanced to match the standard search used across the LiveVox Portal.