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July 24, 2020

Here’s Your U-12 Features Run Down

It’s the top of Q3 and that means we’ve been busy rolling out feature upgrades here at LiveVox. This month we’re proud to release fresh updates to Contact Manager, a beefed up ticketing system, and even a Knowledge Base in version 12 of the LiveVox Unified platform. 

The main components that we focused on in this release further CRM build-out specifically in Ticketing and Contact Manager, refine overall agent experience, WFO, and further ease of use on the core of our offering. 

Our product team introduced the latest release in full in this webinar recording

Contact Manager 

Users are now able to modify a Segmentation for Contact Manager and preview the changes immediately.​ Prior to this enhancement, any changes to an existing Segmentation filter would not reflect within the Preview function in Contact Manager until the following day.​

This functionality is designed to allow users to simplify their workflow experience and make changes on the fly without having to recreate or copy Segmentation templates to visualize their change before creating campaigns.

Ticketing

Ticket Forms

LiveVox users are now able to create Ticket Forms that can be accessed by customers via the LiveVox Web Widget or by an agent through U-CRM. We designed this to encourage customers who are visiting client websites to submit support tickets and feedback that automatically creates a ticket that agents can work and respond to.

Customers can easily embed the Ticket Form on the LiveVox Web Widget with a customized look and feel.​ When creating a Ticket Form, users are able to customize each field and define if it’s required, the style, and any minimum validation needed prior to ticket submission​. This will ensure agents are entering the required information and asking the proper questions by embedding the ticket form in any U-CRM enabled Desktop. Users are also able to add any Labels or URL links that a customer or agent can click on​. 

Here are are some more new additions to LiveVox Ticketing: 

  • Users are able to select any standard Ticket field or custom Ticket fields to store values against as well as add a placeholder for additional instructions. 
  • Users are able to create different Ticket Forms that can be published on multiple U-CRM enabled desktops and websites​.
  • The Ticket Form editor allows users to select from standard LiveVox Ticket Form templates or customize your own, by defining what fields and messaging to display.​​
  • Ticket Form editor can be found under Tickets Config in the Configure tab if Ticketing is enabled for your portal.
  • Users are able to monitor Ticket Form activity and view every ticket that has been created through any form via the Activity tab​.
  • Easily search for ticket numbers or tickets that have been opened or closed for a specific date or range of days.

Ticket Workflows

Ticket Workflows help customers ensure that Tickets go through a standard process that can relieve managers and agents of manual work, saving time and minimizing errors​.Ticket Workflows can be used for field defaults, auto-routing or auto-assignment, task reminders, email notifications or API calls that can ensure all Tickets are handled in a timely manner with consistency. Users are able to define workflow events based on the following triggers: 

  • Ticket Creation
  • Ticket Update 
  • Scheduled Nightly Run.

Once an event is triggered, it goes through a conditional logic check that a user defines such as “if Ticket is Unassigned” and subsequently triggers an action. Each event can trigger an action or multiple actions.​ The available actions are:​

  • Send Email​
  • Create a WQ Task​
  • Update a Field​
  • Call a Function​
  • Stop Workflow.

Just like Ticket Forms, Ticket Workflows has an Activity tab that displays all triggered events.​ Users are able to search for specific tickets or filter workflow events for a specific date or range of dates. 

Ticket Views

Users are now able to create Ticket Views that can be assigned to agents, agent teams or users​. Ticket Views is a filtering tool that pulls any tickets that match a set of predefined attributes. We designed this so that a manager or agent can easily find, monitor, and work on tickets without having to do a manual search every time.The Ticketing Views editor allows a user to create as many views as needed for their team, agents, or themselves.​

When creating a new Ticket View, users are able to define if it is editable, preview, and see the full change history.​

Drum roll, please… Our Knowledge Base is in Beta!

Starting in U13, users are now able to create a Knowledge Base that can be accessed by users, agents, or customers.

A Knowledge Base is a self-serve online library of information about a service, department, topic or product. It’s an easy way to provide accurate information to anyone accessing a website or an agent needing more information. 

In U-13, LiveVox Users are able to create multiple Knowledge Base portals that can be associated to different U-CRM enabled agent Desktops or accessible by your customers on a website via the LiveVox Web Widget. Knowledge Base portals can also be enabled to access Private and Public Articles.​

Once a Knowledge Base portal is published, the entire Article base will be accessible if the Knowledge Base portal allows access to both Private or Public articles.​ Articles created can be assigned a user- defined Category and/or Section for easier filtering within an organization.​

Under the Content Library, users are able to add articles that are either file-based or from a website. ​When a user is searching for a Knowledge Base article, we return any articles that have the keywords that were searched for, and, if it is a web page, a user will be able to click on that page to open another browser tab. File based articles will give the option to download the file.

​Digital Channels

Web Widgets

Users are now able to create a Web Widget with Chat, Ticket Forms, and Knowledge Base capabilities. ​Web Widgets allow our users to get real-time feedback from site visitors regarding any product, service, content or topic​. Visitors have the option to self-serve via Knowledge Base articles, initiate a chat with an agent, or submit a Ticket.

A Web Widget can have any combination of Chat, Knowledge Base, or Ticket Forms enabled​.Through the new Web Widget editor, LiveVox customers are able to add multiple Web Widgets with different functions. Each Web Widget allows you to customize look and feel and define what features are enabled.​ Once a Web Widget is created, users can easily copy the code snippet and insert it into their company  website. Any changes to the Web Widget will automatically apply without having to modify or reinsert the code snippet. 

WFO

We’ve also ramped up our quality and performance management capabilities in this release, too. Our WFO offering now allows non-LiveVox audio to be ingested into the system, enabling adoption of U-QM in mixed environments. LiveVox Chat/Email/SMS can now be searched and scored to ensure that multichannel customer communications are measured for compliance and quality. 

Leveraging the unified data model, Agent Scheduling now provides reporting that allows a manager to generate a historical report of past agent resources used to support Shift Creation and agent assignment. We designed this to help ensure that contact center agents are working efficiently within their set schedules. Scheduling adherence and conformance data is now available in the Schedule Adherence Dashboard. Additionally. 

 scheduled hours with breaks are displayed with the actual LiveVox agent activity alongside from a daily or multi-date perspective. This is especially useful for keeping everyone on the same page while working from home. 

For more on what we’ve rolled out in the latest generally available LiveVox release, you can access the full webinar here

About LiveVox

LiveVox is a next-generation contact center platform that powers more than 14 billion interactions a year. We seamlessly integrate omnichannel communications, CRM, and WFO capabilities to deliver an exceptional agent and customer experience, while reducing compliance risk. Our reliable, easy-to-use technology enables effective engagement strategies on communication channels of choice to drive performance in your contact center. Our battle-tested risk mitigation and security tools help customers maximize their potential in an ever-changing business environment. With 20 years of pure cloud expertise, LiveVox is at the forefront of cloud contact center innovation. Our more than 450 global employees are headquartered in San Francisco; with offices in Atlanta; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India.

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About LiveVox

LiveVox is the only one-stop-shop for true omnichannel engagement that unifies modern channels, CRM, and WFO functionality into a single cloud customer engagement platform. Facilitating over 14B interactions annually, LiveVox makes omnichannel easy by unifying all conversations and interactions in one place. Founded in 2000, LiveVox is headquartered in San Francisco with offices in Atlanta, Denver, St. Louis, Colombia, and Bangalore.

To learn more, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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