This document provides an overview of the new features and enhancements to existing features of the LiveVox User Portal in the LiveVox <release number> release.
New Features in LiveVox U13 User Portal
This section describes the new features in the LiveVox <release number> release.
Teckst Platform
You can now configure the Teckst widget to enable agents to send SMS messages to customers. You can configure this widget using the Designer window for the following pages of the Agent Desktop:
- Contact Actions
- Contact Detail
- Contact Directory
- Contact Highlight
- Contact List
- Tickets List
- Work Queue
- To facilitate this new feature, you must enable the Allow Teckst option and specify the Teckst client ID on the Properties tab of the Desktops window.
- To obtain the Teckst client ID, contact Client Services.
- If the Teckst widget is not configured, agents can send SMS messages using the default SMS widget.
Enhancements in LiveVox U13 User Portal
This section describes the enhancements to existing features in the LiveVox <release number> 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.
Assessor
The Assessor feature has the following enhancements:
- The call transcription for Agent and Caller is now displayed separately.
- The following speech analytics attributes are displayed for all the voice calls:
- Customer Sentiment
- Agent Sentiment
- Agent Talk Time
- Customer Talk Time
- Silence Duration
- Max Silence Duration
- Max Silence Duration Start Time
- Talkover
- The Search function now has the speech analytics attribute “Silence Duration greater than” to filter the recordings.
Customizing Columns in the Call and Screen Recording Reports
You can now customize the columns that appear on the Call Recording Report and Screen Recording Report windows. To facilitate this enhancement,
is added to the Results section of the two windows and the following enhancements are made to the columns in the Results section:
- The Original Account Number column is removed.
- The Transfer Connect and Transfer End columns are renamed Start and End, respectively.
- The Transfer Connect Duration column is renamed Recording Duration.
- The Outcome column is renamed Result.
- The Audio Play, Download, Multimedia, and Video Download columns are replaced by the Multimedia column, which contains the following icons, as applicable:
: To play the audio
: To download the call recording
: To download the screen recording
: To view the multimedia
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
Displaying Accounts, Contacts, or Tickets in the Accounts or Contacts Tables
You can now enable the Contacts List and Tickets List tabs in the Accounts List table and enable the Accounts List and Tickets List tabs in the Contacts List table of the Agent Desktop. To facilitate this enhancement, the following checkboxes are added to the Properties tab of the Designer window:
- Allow Accounts
- Allow Contacts
- Allow Tickets
Knowledge Base
The Knowledge Base feature has the following enhancements:
- Supports configuration to show or hide article highlights.
- Provides options to choose whether to display articles in the Knowledge Base Portal or a new tab.
- Allows the addition of tags.
- Supports configuration of Categories and Section values available for searching in a Knowledge Base portal.
- Displays the related error message if the web crawler or the loading of the article fails.
Phone Dial Attempt Supervisor (PDAS)
The PDAS feature 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 allow clients to export their DND list.
Printing the Call and Screen Recording Reports
You can now print the Call Recording Report and the Screen Recording Report. To facilitate this enhancement, the Print button is added to the Call Recording Report and Screen Recording Report windows.
Recording Calls
You can now record calls between agents during a warm transfer. To facilitate this enhancement, the Record Owning Agent on Primary Channel checkbox is added to the Settings tab of the Client window.
To view the Client window, on the Configure tab, go to Services > Client.
Renaming of Account Lookup Report
The Account Lookup report is now renamed as the Contact Lookup report.
Searching for a Voice Interaction Based on the Silence Duration
If the Transcribe All Calls feature is enabled, you can now search for a voice interaction based on the duration of silence. To facilitate this enhancement, the Silence duration greater than option is added to the search window of the Assessor window.
To view the Assessor window, on the WFO tab, go to Quality Monitoring > Assessor.
Support for SMS Action
The Ticket Workflow now supports SMS action to notify users on their mobile devices. The users can configure an SMS message and a phone number to send the SMS.
Ticket Form
You can now create more user-friendly forms as designing of a form has the following enhancements:
- Allows the formatting of static fields, the addition of blank rows, and static URLs.
- Supports conditional logic where based on the value entered for a ticket field, the form displays the related labels and fields for entry.
Work Queue
The search feature in the QM Work Queue and QM Work Queue Performance Reports screen is now enhanced to match the standard search across the application.