Spring24 Admin Guide

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This section contains information to help you navigate the various modes of LiveVox Portal (LVP).

LVP displays the following primary tabs.

The Configure tab is used for system setup and operation. The tab enables you to configure various settings for the portal, such as Users, Services, Campaigns, and compliance.

The Monitor tab is used to observe agent and campaign data and monitor performance in real time. The tab enables you to view and supervise the current activities for your enterprise (Client site), Call Centers, Service Groups, Services, and agents.

You can customize the subsections (or widgets) that appear within the Monitor window through the Customizing and Resetting GUI Settings.

The Review tab is used for reports and analytics. The tab enables you to access reports and analytics for different operations within LVP.

The Analytics tab appears only if BI Analytics is enabled for your site. The Analytics dashboards display the collated and organized data points related to inbound calls, outbound calls, chats, emails, and SMS statistics. You can also add personalized dashboards and insights.

The WFO tab (Workforce Optimization) appears only if certain add-on products (such as Assessor or Screen Recording) are enabled for your site. The tab enables you to monitor quality control, research customer complaints, and assist in agent training. You can also use the tab to set up Quality Assurance features such as Assessor and Work Queue, and view various reports.

  • Each tab displays the settings as sections in the left pane, and each section contains subsections. For example, the Configure tab displays sections, such as Campaigns and Services; the Campaigns section contains subsections, such as Campaigns, Campaign Templates, and Segmentation.
  • When you click a subsection in the left pane, a window that enables you to view or manage the associated settings appears.

In addition to this guide, you can use the following resources for help in using LiveVox products:

On the LiveVox Portal (LVP), you can access the context-sensitive Help by clicking the question mark icon on the extreme right of any window.

You can access this guide through the Product Documentation Library.

Product Documentation Library is a centralized location for documentation such as user guides, release notes, and training videos.

To access Product Documentation, in the upper-right corner of any window, you can click the LiveVox icon  and then click Help Center. On the Help Center page, click the Product Documentation Library (PDL) link in the upper-right corner.

You can access LVP from your mobile device. To access LVP from a mobile device, in the upper-right corner of any window, click the LiveVox icon  and then click LVP Mobile. For information about the supported mobile devices, see LVP Mobile.

You can access the Designer Desktop through the LVP main screen. To access Designer, in the upper-right corner of any window, click the LiveVox icon  and then click Designer. The Designer window is displayed.

If you cannot find answers to your queries from the aforementioned resources, or if you have critical problems, contact the LiveVox Customer Care Team.

  • For queries that do not need our immediate attention, contact us by email.
  • For critical problems (such as login or dialing failure), contact us by phone.

Email: customercare@livevox.com
Phone (Toll-Free): (888) 477-3448
Phone (Toll): (415) 738-8067
Fax: (212) 216-0613

For information about the LiveVox Agent Desktop, see Agent Guides in the Product Documentation Library.