LiveVox User Portal U12 Early Adoption

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This document provides an overview of the new features and enhancements to existing features of the LiveVox User Portal in the LiveVox U12 release.

Agent Desktop

Copy to Clipboard

You can now select standard Contact Manager fields and Call Flow variables in the Copy to Clipboard configuration field on the ScreenPop tab of Agent Desktop.

Dialing NULL Accounts

Agents can now dial (Manual and Scheduled Call Backs) records with a 'NULL' account and Contact Management setting enabled. This means that requiring an account number is only determined by the Account Number Required setting at the desktop level.

Caller ID Configuration for Manual Transfers

The ability to have the Caller ID configurable for Manual Transfers is now available, and you can request it through work order to follow one of the following three settings at the service level:

• Customer phone number (default value).
• Service's Caller ID being either the Outbound CID or Inbound number dialed.
• Fixed Number (as specified by the client).

Increased Agent Desktop Widget Data Size

The Agent Desktop widget data size is now increased to accommodate more characters in the input text to avoid errors when saving the Agent Desktop configuration.

Campaign Management

Real-Time Campaign Statistics for Append Records

Now additional real-time campaign statistics are updated to reflect appended campaign records within the Voice portal to include the following within Campaign Monitor panels:

• Completed
• Remaining
•  %Completed
• Total
• % Done
• Uploaded
• Loaded

Campaign Level Metrics available via API

Campaign statistics were previously available as an aggregate of campaigns within a Service.  This enhancement allows for current day campaign-level statistics for the individual campaigns within a service.  Data available to be retrieved via API at the Service ID and/or Campaign ID level include:

• Uploaded
• Loaded
• Completed
• Remaining
• Timezone data

This is only for active campaigns (i.e. playing, paused, loaded, built).

Campaign Name for Appended Records in Reporting

For Appended Records we now store the related Campaign Name to be used with standard reports including the Account Lookup Report and Phone Lookup Report.

Segmentation Preview Enhancement

The LiveVox Portal users can now modify a Segmentation template for Contact Manager and preview the changes immediately. Previously, any changes to the existing Segmentation template would not reflect in the Preview option until the following day.
This enhancement simplifies the workflow experience for users as it does not require recreating or copying segmentation templates to visualize the changes.

SMS Support for Time Zone, Zip/Area Mismatch, Contact Timing

You can now configure the Dialing Profile for the States or Area Codes that you can text. Within each profile, users can define the policies for both Voice or SMS, or both. You can define SMS restrictions based on State, Area Code, Time Zone, and Day similar to Voice call. This is configurable in a new tab called SMS for SMS based policies in the Profile editor.

• SMS tab allows users to specify policies for SMS attempts.
• When adding a policy under the SMS tab, the voice portal provides the same options as for Voice, except for the following:
  
  • Do Not Leave Messages option is no longer available
  • Do Not Dial is renamed to Do Not Text
• When launching an SMS campaign, the SMS number attempted adheres to the configured Dialing Profile on the Service based on the policies associated with the SMS tab of the Dialing Profile.
• Users can now define whether SMS attempts initiated by an agent adheres to the assigned Dialing Profile or Zip/Area Mismatch.
• When launching an SMS campaign, if there is a Zip/Area Mismatch logic associated with the Service, the system now applies existing Zip/Area Mismatch logic.
• When launching an SMS campaign on a Service with Contact Timing enabled, the logic of following the sun method applies. 

Channels

Additional Standard Call Flows for SMS

The following options in the Services editor are renamed.

The SMS Opt-In Message drop-down menu provides the following additional standard call flows:

• SMS Blast
• SMS UAD Opt-In
• SMS UAD Widget

The above call flows are also available as standard templates when creating an SMS campaign from Campaigns editor or Contact manager.

Do Not Contact for SMS and Email Channels

You can now use the following Do Not Contact options for SMS and Email channels:

SMS Channel

• Do Not Contact
• Do Not Contact Today
• Account+Phone Do Not Contact
• Account+Phone Do Not Contact Today

Email Channel

• Do Not Contact
• Do Not Contact Today

Increased SMS Throughput

You can now send 1000 messages/second for in a single SMS instance. If the SMS volume need is more, you can add multiple SMS gateways to scale up. 

Routing Non-Outbound Triggered Inbound SMS

You can now route any SMS shortcode or long code. Previously, the system would route Inbound (IB) SMS only if there was an Outbound (OB) SMS made against that shortcode or long code in the past.

Viewing and Downloading Email Attachments

You can now view and download any email associated attachments from the interaction on any Email history lookup (Interactions tab in Contact manager, Account Lookup report, and Phone Lookup Report).

Web Widget

A new Web Widget feature is now available on the Config tab of the Voice Portal. Chat, Knowledge Base, and Ticketing options are embedded in a single Web widget.

• The Web Widget shows a list of all the existing widgets.
• The basic widget information is displayed as a card that contains a widget's color, type of widget (Bar, Button, Badge), name, description, and the enabled features (chat, knowledgebase, ticketing). Users can double-click a card to open the Web Widget Details window and configure the details.
• The Add button launches a new Web Widget Detail window. Additionally, there is an option to view the code snippet for each widget that needs to be added to the client's page to include the widget.

• The details dialog displays all the necessary configurations available for the widget and fields that can be enabled or disabled by users, along with a preview that changes dynamically.

Data Management

Contact Lookup with Multi-Channel Support

The new Contact Lookup module includes the following features:

• Supports multiple channels such as Inbound SMS, Email, and Chat to associate inbound interactions to the relevant Contact
• Enables users to add modules to CallFlows and define variables to associate interactions with Contact Manager
• Enables users to define the variables that can be used against the Contact Manager for identity validation
• Populates the relevant fields for a Contact based on the match in Contact Manager
• Enables Contact Manager to associate contact numbers matched from multiple channels to ACD and Designer

Updates to Consent Module

The SMS consent module now contains the following two new properties:

• Keywords to opt in the Service (comma separated): This property contains the keywords to opt-in the service. The default values are START, BEGIN, CONFIRM, SUBSCRIBE, and CONTINUE.
• Keywords to opt out the Service (comma separated): This property contains the keywords to opt-out of the service. The default values are CANCEL, UNSUBSCRIBE, and STOP.

The consent module also allows adding up to 20 additional keywords in both opt-in and opt-out properties. The additional keywords must be alphanumeric without any space and unique.

Designer

Call Recording Replay

You can enable call recordings replays in the Interactions tab of the Designer Desktop.

Home Bar Enhancement 

You can define short cut icons and names on the Home bar of Designer.

Language Localization in Spanish and French

You can localize Designer desktop and Knowledge Base interfaces to Spanish and French languages.

Input and Output Configuration

Export Format Editor

You can use the Export Format to define CSV export formats. The editor is available under the Input / Output section of Voice Portal. You can export data from different editors. LiveVox supports these formats from the Agent editor.

These export formats are also available from Jobs editor when using the Agent Export option.

Job Scheduler

Agent Export Enhancements

You can use the below-listed options for the Agent Export job. You can view these options from Jobs editor.

• Include Services
• Export Format (agent export format)

Export Directory for Standard Jobs

You can configure contact export directory for standard jobs by using the Contact Manager.

Import Jobs Enhancements

The Contact Manager import jobs now include the following enhancements:

• Improved time out for large data imports
• Detailed failure and success messages
• Access to import logs
• Support for filename wildcards and moving the completed files to FTP

Support for Email, SMS, Voice Import DNC Jobs

You can now configure Email, SMS, and Voice DNC FTP jobs through the DNC editor. The new Jobs tab of DNC editor allows users to create a maximum of 5 jobs each of all DNC types.

Knowledge Base

Knowledge Base Research

A new Knowledgebase (KB) is added to the LiveVox product suite. The knowledge base is a centralized database for capturing and sharing knowledge. Agents and users can create content that can be used by other agents to support customers during their support calls. The Knowlege Base Portal is available in Web Widget, Agent Desktop, and LVP. 

To verify if the knowledge base feature is enabled, see the Billing tab of the Client section. To access the Knowledge Base section on the voice portal, go to Configure > Knowledge Base. The Knowledge Base (KB) offers the following features:

• Config: Allows users to define Categories, Sections, and KB Forms
• Content Library: Allows users to load content through the KB Content page. This is also available on the WFO tab.
• Search: Displays a KB Form that allows users to search the KB.

Recording

Enhanced Screen Recording Storage

In the earlier versions of LiveVox, the screen recordings were stored on disk. Now, clients can opt to store screen recording objects in a public cloud (AWS S3).  With this, screen recordings can be stored and retrieved in highly scalable, reliable, fast, inexpensive data storage infrastructure.

Reporting

Account Lookup Report Enhancement

You can use the account lookup report to view the search criteria and empty results table. After generating a report, the table is populated with results.  

New Schedule Callback Fields

The Report Writer now contains new fields relating to Schedule Callback transactions to include them in configured Call Detail Reports. The availability of this data now ensures clients have scheduled callback data for reporting and audit purposes.

• Active
• Agent ID
• Agent Skill ID
• Agent Team IDs
• Call Priority
• Callback Phone Number
• Created Date
• Scheduled Callback Time
• Scheduled Callback Timezone
• Status

Inbound Phone Volume Report

The LiveVox Inbound Reports section features a new Inbound Phone Volume Report.  The report reflects results by the dialed phone number (DNIS) level for inbound calls associated within a service.  Additionally, you can query the report by specifying the dialed phone number (DNIS).  Records are retained for the past 90 days and can be generated with a start and end date no greater than 31 days.  Key inbound metrics reflected by this new report include:

• Total Calls
• Offered
• Handled
• Abandoned
• Abandon %
• Service Level
• Avg. Speed of Answer
• Avg. Abandon Time
• Total Talk Time
• Hold Time
• Wrap-Up Time
• Handle Time   

Screen and Call Recording Playback Enhancement

You can now playback Screen and Call recordings with synchronized audio and video.

Site Management

LiveVox Portal Navigational Changes

The LiveVox portal has the following navigational changes:

• Consolidated Call Centers, Service Groups, and Agents sub-tabs on the Monitor tab to a drop-down menu. The drop-down menu displays Call Centers as the default value.
• Moved Accounts and Ticketing dashboards from the Configure tab to the Monitor tab.
• Renamed Dialing Config in the Configure tab to Voice.
• Added new sections in the Configure tab for Email, SMS, Web Widget, and Knowledge Base.
• Added Agent Schedule Adherence and Agent Schedule Forecast History options under Quality Assurance Reporting of WFO tab.

LiveVox Portal Billing Tab Changes

The Billing tab under Client editor has the following changes:

• Added a new Channels section with the following options:
  • Voice Channel
  • SMS Channel 
  • Email Channel
  • Chat Channel
• Renamed the Ticketing section to Customer Care.
• Moved the Transcribe option to the Speech section. The Quality Assurance section is now removed because it is redundant.
• Moved the E-Learning option to the WFO section and the Chat option to the Channels section. The Agents section is now removed because it is redundant.
• Moved the Advanced Agent Scheduling option to the WFO section.

New Settings Interface

The GUI Settings screen of the LiveVox Portal now has an updated interface.

Password Reuse Restriction Count

A new field named Passwords Reuse Restriction Count is now added to the Security tab of the Client section. It specifies the number of previous passwords that the user or agent cannot reuse when resetting the password. The minimum and the default value for this field is 4 and the maximum value is 25.

Trusted Partners Model

You can now use the new Trusted Partners functionality in the Voice Portal's Management suite to view which clients and user access levels within those clients may act as a partner for them. A Trusted Partner is a model to manage the relationship between LV clients. A Partner is a LiveVox client that needs to have access rights to another LiveVox client to audit or measure their work.

A new Trusted Partners tab is added in the Client editor. The Trusted Partners tab displays the details of the third-party company or to another LV portal that is set up for users.

Ticketing

Import Support for Ticketing and Accounts

You can now load Account and Ticket data using the Input Filter. The Input Filter includes the following features:

• New Target options for Accounts and Tickets
• Dynamic columns depending on the table
• Ability to use a specific input filter created for Accounts or Ticketing

Ticketing Enhancements

The ticketing feature is now updated to include the following enhancements:

Ticket Form

You can now create a ticket form by utilizing a combination of pre-configured as well as custom fields for the form intake process. The user can publish the form within the Web Widget.

Ticket Form Fields

You can now see the following fields on the ticket form as default:

• First Name
• Last Name
• Phone Number
• Email Address 
• Ticket Type (Drop Down Field = to Ticket Types in Platform)
• Message

You can add additional text, numeric or drop-down fields into the form, all of which will be mapped into a ticket when the form is completed.

Ticket Submission Page

You can now define a completion (Thank You) message to the consumer when the form is submitted by the consumer into the contact center.

Submission Event

When a customer (end-user) submits the form, the form opens a new ticket on the platform with New as the default status.

Workflow Events

You can now create automation/workflow events that route tickets to appropriate teams when created. Each Workflow is named and a dashboard showing all workflow events is visible to administrators.

• Ticket Type 
• Status Type 
• Agent Team
• Action 
• Evaluate at Creation or Edit

Dashboard

Users or agents logging into the Ticketing Platform can now view only the tickets assigned to them or their team. All metrics and statistics reflect their ability at the highest level.

Workflow Support for Email

You can now use the Ticket Workflow to send transactional emails. The update includes the following features:

• Users can define if an event can trigger an email within the Ticket Workflow editor.
• Users can define what email message is triggered.
• Any email sent through the workflow is associated with the Ticket Interaction history.

WFO

Agent Schedule Adherence Dashboard

You can use the Agent Schedule Adherence dashboard to monitor if the agents are adhering to scheduled working hours. Schedule adherence is measured by taking the total time a call center agent is available and dividing it by the time they are scheduled to work, expressed as a percentage.

Agent Scheduling Enhancements

Agent Scheduling now allows you to accept or decline time off requests initiated by an agent. Agents can set themselves as unavailable by using the Agent Scheduler application on their U-CRM desktop. An action is triggered and a notification is sent to the manager of the agent in their Work Queue. The Manager can Accept or Reject the request. The master calendar in Agent Scheduling reflects the updated schedule based on the action of the manager user, and agents receive a status update notification in their work queue.

Agent Schedule Forecast History Report

Call volume data is now incorporated into agent scheduling to schedule agents effectively. A new Agent Schedule Forecast History report is added to the Agent Scheduling application. Users can filter the schedule forecast history for a specific date range and access the below details on an hourly basis:

• Agents Logged In – Total Unique Agent Id's logged in across report range
• Active Time – Waiting for + Incall + Wrapup expressed as HH:MM:SS (Hours:Minutes:Seconds)
• Wait Time – Total wait time for all agents expressed as HH:MM:SS
• Talk Time – Total talk time for all agents expressed as HH:MM:SS
• Wrap Time – Total wrap time for all agents expressed as HH:MM:SS
• Non-Active Time – Logged in but not ready + Pause expressed as HH:MM:SS
• Contacts Offered – Total number of Inbound + total number of outbound contacts
• Successful OP Transfers – Number of OP Transfers across report range
• AVG Abandon Rate/Hr – Average Number of Abandon calls per hour, across report range
• Occupancy % – (Total active time in minutes / (total non-active time in minutes + total active time in minutes)) * 100
• Service Level % – (Successful OP Transfers/contacts offered) * 100

Assessor Reporting Enhancements

You can now export scorecard details with a raw score, percentage score, Pass/Fail, and the Acknowledgment and Arbitration flags as well from the Review Tab in Assessor. It also includes the dates/times of reviews.

Enhancement to Work Queue Settings

You can now set the Auto Approve/Auto Reject option for the Scheduling task type in the Work Queue Settings tab. You can also set the number of days before the due date for triggering these options.

Export Search Results

You can now export search results from the Score tab.

Enhancements to U-QM

LV Emails, LV Chats, and LV SMS interactions are now available for compliance and quality scoring. Third-party audio can be injected into U-QM and will be available for compliance and quality scoring.

Review Tab User Interface Enhancements

The Review tab UI is Updated with the following changes:

• The Export button moved to top-left.
• The toolbar at the bottom removed.
• Filter and Summary titles are removed.
• Now a new advanced search button () is provided to filter the criteria.

Score Tab User Interface Enhancements

The Score tab User Interface is updated with the following changes:

• Display columns are reordered
• Filter and Summary titles are removed
• Now new advanced search button () is provided to filter the criteria
  • Included scored and unscored options
  • Changed field group name from Consumer to Contact

Score Evaluation User Interface Enhancements

Score Evaluation User Interface is updated with the following changes:

• Popup title of Create Task window is changed to Create Coaching Task for Undefined.
• Notifications messages are available as Coaching Task Created and eLearning Content Created after creating coaching task and eLearning content
• When clicking Show Screen or Show Comments, the screen or comments appear at the Left-hand side beneath the audio bar.