LiveVox User Portal U12 Early Adoption

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

Contact Manager and Call Flow fields are now available for selection in the Copy to Clipboard field. Also, a new button has been added to clear the selection.

Dialing NULL Accounts

Agents can now dial (Manual and Scheduled Call Backs) NULL accounts ignoring the Contact Management setting at the client level. This enhancement checks only for Account Number Required setting at the desktop level and Phone DND entry. If it is a DND number, an appropriate message is displayed to the agent.

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

Contact Manager - Segmentation Preview Enhancement

The Segmentation template preview in Contact Manager now reflects the updated changes once a Segmentation template is updated, and displays an accurate count of records and splits. Previously, when users updated a Segmentation template that was previewed for the day, the updated changes would not reflect when previewed again.

Enhanced Real-Time Statistics for Append Campaign Records

You can now view real-time statistics for appended campaign records in the Voice portal. If the campaign is playing and records have been appended, the values for the following fields are updated automatically on the Campaign editor and Monitor panel:

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

It is also possible to get these statistics via API by using the Campaign Level Statistics method in the Real-Time Reporting namespace.

SMS - Support for TimeZone, Zip/Area Mismatch, Contact Timing

This feature allows you to 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, and Day similar to Voice call. This is configurable in a new tab called SMS for SMS based policies in the Profile editor.

• The 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 on the Service whether SMS attempts initiated by an agent adheres to the assigned Dialing Profile or Zip/Area Mismatch.
• When launching an SMS campaign and 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 now 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

Previously, you could use Do Not Contact options (from Contact manager) only for the Voice channel (Outbound attempts). With this version, you can use the following Do Not Contact options for the SMS channel as well:

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

For the Email channel, you can use the following Do Not Contact options:

• Do Not Contact
• Do Not Contact Today

Increased Throughput for SMS

Previously, the system was supporting 10 messages/second. Now, this version supports 1000 messages/second for one SMS instance. If the SMS volume need is more, multiple SMS gateways can be added to scale further up.

Routing Non-Outbound Triggered Inbound SMS

Previously, the system would route Inbound (IB) SMS only if there was a previous Outbound (OB) SMS made against that shortcode or long code. This version allows you to route any SMS shortcode or long code.

Viewing and Downloading Email Attachments

Users 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 one single Web widget.

• The Web Widget shows a list of all the existing widgets.
• The basic widget information is displayed as a card, which contains a widget's color, the 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 feature 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

Designer

Home Bar Enhancement 

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

Language Localization in Spanish and French

LiveVox provides language localization in Spanish and French for Designer desktop and Knowledge Base interfaces.

Option to Configure Replaying of Call Recording

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

Input and Output Configuration

New Export Format Editor

The new Export Format editor which allows you to define CSV export formats. This editor is available under the Input / Output section of Voice Portal. These formats can be used from different editors to export data. Currently, 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

This version provides 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

Contact Manager now allows users to configure contact export directory for standard jobs.

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

This version of the voice portal introduces a new Knowledgebase (KB) 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 you can view the knowledge base go to 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 sections on the voice portal:

• 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.

Reporting

Account Lookup Report Enhancement

The account lookup report now displays the search criteria and newly added empty results table. After generating a report, the table is populated with results.  

Addition of New Fields

New fields relating to schedule callback transactions are added in the Report Writer to generate Call Detail Report for current and past days. This ensures that the clients achieve 100% schedule callbacks from customers.

Inbound Phone Volume Report

This version provides a new Inbound Phone Volume Report as part of LiveVox Inbound Reports. This report shows aggregated results by phone numbers for inbound calls. Records are retained for the past 90 days. This report is generated with a start and end time frame no greater than 31 days.

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

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 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 LiveVox client that may perform work on behalf of another LiveVox client or be part of the same company but have multiple LV portals and want the relationship defined so access across the portals is possible.

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 easily load Account and Ticket data using the Input Filter. The Input Filter now provides the following features:

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

Ticketing Enhancements

This version provides the following ticketing 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/SMS

This version allows Ticket Workflow to trigger transactional Email / SMS.

• Users can define the Ticket Workflow editor if an event can trigger an Email or SMS.
• Users can define what Email or SMS message is triggered.
• For SMS, users are now able to define what phone number is SMS'd since a Contact can have cell numbers residing in different phone positions.
• Any SMS or Email triggered out of the workflow is associated with the Ticket Interaction history.

WFO

Ability to Export Search Results

Users can export results from Search results on the Score tab.

Agent Schedule Adherence Dashboard

Agent Schedule Adherence dashboard is a metric used to analyze whether agents are working for the amount of time that they are scheduled to work. 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. This ensures that contact center agents are working efficiently within their set schedules. 

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.

• This action triggers a notification 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.

• 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.

Auto Approval and Auto Reject Options in Work Queue Settings

Auto Approve and Auto Reject options are now available for manager users to manage Schedule changes requested by agents in Work Queue.

Third-Party Audio in Quality Monitoring tool

This version provides a quality monitoring tool for all client channels - LV Emails, LV Chats, and LV SMS interactions, along with third-party audio. 

Work Queue Auto Management

This feature provides auto-approval and auto-reject manager settings for schedule changes requested by agents in Work Queue.