User Interface is a vital component for LiveVox operators. As our users use the system on a daily basis, we want them to like it and have a visually engaging, seamless, and consistent experience. Another important aspect that we keep in mind while designing the interface is that users should not need extensive usability training. At LiveVox, we always strive for a UI design that is easy to use, intuitive, and interactive.
As people increasingly embrace mobile devices when they monitor contact center operations, we have enhanced the mobile user experience for supervisors and managers. In LiveVox Platform 4, we have made the functions that are frequently accessed easier to use on mobile devices.
This article summarizes some of the noticeable user interface and navigational improvements on LiveVox Platform 4 and is the third post in the series. If you missed our previous posts on the other two themes of the Platform 4 release, we encourage you to check them out. The first blog post highlighted the new risk mitigation capabilities being introduced in LiveVox Platform 4. The second blog post introduced the efficiency improvements being made to the platform.
Mobile Enhancements for Monitoring on the Go
Platform 4 provides a set of widgets for LVP mobile to expose meaningful platform metrics that simplify the decision-making process. With these enhancements, supervisors have visibility into various statuses quickly and easily from anywhere and from any device. Managers can use these insights to guide their contact center operations. Now supervisors don’t have to be in front of their desktops to run a health check of the operations and can take quick and informed decisions irrespective of their location.
LVP mobile runs on many mobile phones including iPhones and Android devices, plus many tablets including iPads, Nexus 10 and others.
Here are the screenshots of the mobile widgets:
- Monitor Agent states through a visual chart
- Adjustable timeframe to see agent’s activity in real-time or for last 30-minute interval
- Identify the number of Agents available/unavailable within a particular Call Center or Service.
- Easy and quick access to your preferred call center and services.
- Real-time SLA snapshot of your Call Center
Navigational and UI improvements
Improving Agent Onboarding Experience through Self-Service Voicemail
With Platform 4, users are able to create Agent Personal and also Group Voice Mails within Agent and Service editors. This feature increases the flexibility for users to manage their own environment and simplify the agent onboarding process. Agent Voicemail can be turned on and off within the Agent editor UI with a click of voicemail checkbox. Permitted users are now very easily and quickly able to provision new voicemail accounts, reset/change voicemail credentials and deactivate/delete voicemail accounts.
Stay tuned for our next post. Follow our LinkedIn page to get regular updates on LiveVox products.