User Enhancements U9

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Agent to Agent Chat - New Client Editor Portal Tab

With this version the Agent Portal and Portal Customization tabs in the Client editor have been combined into the new Portal tab.  This tab includes the Agent Portal Settings and the LiveVox Portal Settings.

Previously,

Now,

LiveVox has expanded the Chat tab on the agent desktop to allow agents to chat with each other.  Users can configure this feature from the new Configure > Client editor > Portal> Agent to Agent Chat  option.   Enabling this option allows agents to view other agents connected to the voice portal as well as supervisors from the Chat tab.  In addition, with this version, agent can start conversations with their supervisor.  Previously, only supervisors could start chats with the agents.

Contact Manager Enhancements

Account Ownership Fields

U9 provides users the ability to assign the ownership of a contact in Contact manager to an agent and/or agent team. Users can now utilize the Contact Ownership section of the selected contact and further define the Agent/Agent Team fields. This allows the users to search and create Campaigns based on this assignment. Navigate to Config>Contacts>Contacts>Double Click a Contact>General tab.

All standard reports can be scheduled through Job Scheduler

With this version,any standard report can now be scheduled through Jobs Scheduler.  The following report are include as part of this release:

• Extended Campaign Report
• Email Campaign Summary Report
• Call Recording Report
• Clicker Efficiency Report
• Agent Team Summary Report
• Call Monitoring Report
• Call Transfer Report
• Recording Access Report
  
  

Previously Job Scheduler was used to run only some of the standard jobs and client requests were turned down if a report was not on the list to be scheduled.

Asynchronous User Tasks

With this version, DNC uploads will now be completed asynchronously, meaning users can start DNC uploads and then navigate away from the page to complete other tasks as well as have better insight into the success/failure of DNC uploads.

A new ‘User Tasks’ option is added to the user drop down menu in LVP showing a user’s tasks.

Previously, process to import a file was synchronous and took around 30 minutes to complete the process.

Call Flow Editor Enhancements

Support for Nested JSON and Array Requests via variable_assignment Module

The Variable Assignment Module assigns values to variables. This module now supports a new Variable Assignment editor which allows users to construct nested JSON and store in a CFE variable. The subsequent call flow can use the CFE variable to consume the nested JSON.

The following types of Nested JSON and array requests are supported under the actions menu in the Variable Assignment editor:

• Auto: Automatically determined from the value and can be String, Number, Boolean or Null.
• Array – An array contains an ordered collection of values.
• Object – An object contains an unordered set of key/value pairs.
• String – Is not determined from the value, but always returned as a String.

To open the Variable Assignment editor. Select the Assignment Expression property from the variable_assignment module:

Select the icon to open the actions menu.

The actions menu displays the types of supported nested JSON and array requests.