Sarala Prakash
sprakash@livevox.com
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Understanding LiveVox Portal Reports
Published November 9th, 2021 by Sarala Prakash
This article provides a brief overview of the reports available to you on the LiveVox Portal (LVP). Inbound Reports Inbound Efficiency Report This report provides key performance indicators (KPIs) pertaining to inbound call management. The report contains information about total calls, calls handled, calls offered, calls abandoned, and related met
Understanding SmartReach Services
Published October 27th, 2021 by Sarala Prakash
This article summarizes some of the most common SmartReach services. The service that agents log in to controls the layout of the Agent Desktop, the different customer contact methods, the communication channels that are available, and the termination (or disposition) codes used to complete a customer interaction. Services define the basic activitie
Changing an Agent's Password
Published September 13th, 2021 by Sarala Prakash
Before You Begin Log in to the LiveVox Portal (LVP). On the Configure tab, click Services > Client . In the Client window, click the Security tab, and then record the values in the following fields: Password Reuse Restriction Count Password Strength To identify the textual value of this field (for example, Medium, Strong, or Very Strong), hover
Understanding Click Distribution
Published September 30th, 2021 by Sarala Prakash
U17 The Human Call Initiator (HCI) or 10-Digit Manual with Transfer (10 DMT) service types require that agents launch the calls. To launch a call, use the Click Distribution feature in the LiveVox Portal (LVP). A click is the process of initiating a call to a customer from a list of numbers assigned to the agent. Agents are assigned to a service or
The LiveVox Quick Connect (QC) Service
Published June 1st, 2022 by Sarala Prakash
Quick Connect (Auto) is an automated outbound service that immediately connects live answers with an available agent. This service also provides answering machine detection and routes outbound calls to an available agent. The Benefits of the Quick Connect Service The following describes the benefits of the LiveVox Quick Connect service: LiveVox’s Qu
Consent Management and Managing Opt-In/Out for Email
Published December 28th, 2021 by Sarala Prakash
You can manage email consent for customers through the Services > Settings tab. Customers must consent to receive emails before you can email them. You can specify the Email Opt-In Message and Email Consent Required fields. The Services > Settings tab allows you to verify or adjust a number of configurable settings. Under the Contact Rules se
Understanding Pacing and Throttle
Published August 29th, 2022 by Sarala Prakash
Pacing is a way to adjust the rate at which you send calls or messages to your customers over a period of time. Pacing can vary depending on the types of accounts to be contacted, the number of available agents, the time of the day, and the efficiency of the agents. Throttle determines how you apply the pacing method and it sets limits to the pacing
LiveVox Communicator (LVC) Overview
Published November 19th, 2021 by Sarala Prakash
The LiveVox Communicator (LVC) is a softphone application that enables you to make Voice over Internet Protocol (VoIP) calls over the Internet. LVC integrates with the LiveVox communication platform and eliminates configuration and technical competency requirements. LiveVox assumes all responsibility for the configuration, which means the settings a
Using Subnet IP for Added Security
Published November 8th, 2021 by Sarala Prakash
U17 The Security tab of the Client editor controls the security configuration options for both users and agents. On the Security tab, you can specify password-related security parameters and the maximum failed login attempts for the LiveVox Portal (LVP) user and agent. The Subnet IP is one of the fields on the Security tab. The Subnet IP field cont
Logging in to the LiveVox Communicator (LVC)
Published October 26th, 2021 by Sarala Prakash
Logging in to LiveVox Communicator (LVC) The LiveVox Communicator (LVC) is a softphone application that enables you to make Voice over Internet Protocol (VoIP) calls over the Internet. LVC integrates with the LiveVox communication platform and eliminates configuration and technical competency requirements. LiveVox assumes all responsibility for the
Configuring the LiveVox Quick Connect (QC) Service
Published May 31st, 2022 by Sarala Prakash
U17 Quick Connect (Auto) is an automated outbound service that immediately connects live answers with an available agent. This service also provides answering machine detection and routes outbound calls to an available agent. To configure the Quick Connect service: Select a call center from the Call Center drop-down list. Select Quick Connect from t
Human Call Initiator (HCI) Clicker Agents
Published December 8th, 2021 by Sarala Prakash
This article provides an overview of the role of HCI Clicker Agents in the LiveVox Portal (LVP). In LVP, Human Call Initiator (HCI) is a service in which an agent, known as a Clicker Agent, manually launches a call by clicking on a dialog box. A Clicker Agent can launch one call at a time using a single click. If a customer answers the call, the ca
Resetting Your Password
Published September 13th, 2021 by Sarala Prakash
You are prompted to change your password when: You log in to the agent desktop for the first time. Your password has expired. Your manager has changed your password. Procedure To change your password: Log in to the agent desktop. Click your avatar, and then click Change Password. The Change Password window is displayed: U17 Agent Change Password LV
Understanding Service-Level Configuration Options
Published October 6th, 2021 by Sarala Prakash
U17 Services in the LiveVox Portal (LVP) contain a wide range of options that you can configure using the Services menu tabs. This article explains the tabs and includes quick-reference links to all the tabs: The Services General tab contains Services and Service Type sections. The Services section lists the service attributes and enables you to cha
Configuring a Chat Widget
Published December 30th, 2021 by Sarala Prakash
This article describes the procedure to create a Chat widget on the LiveVox portal. Before You Begin To configure a Chat widget: Ensure that the Inbound Chat message field of the services to which you want to route a chat (that is, chat services) contains a message template. The Inbound Chat message field appears on the Settings tab of the Services
Unlocking an Agent
Published September 13th, 2021 by Sarala Prakash
When logging into the Agent Desktop, if an agent enters an incorrect password a certain number of times, the agent's profile becomes locked. The number of times that agents can enter an incorrect password before their profiles are locked is predefined. This number is displayed in the Max Failed Login Attempts Agent field, which appears on the Secur
Renaming a Service
Published September 13th, 2021 by Sarala Prakash
U17 To rename a service: Log in to the LiveVox Portal. On the Configure tab, click Services > Services .The Services window appears. In the Call Center field, select the call center containing the service that you want to rename. In the Service field, select the service that you want to rename. On the General tab, in the Name field, enter a ne
Copying a Service
Published October 22nd, 2021 by Sarala Prakash
U17 A service defines the basic activities that agents can perform when they use a specific type of service. A service is defined with predefined attributes, such as messaging, compliance rules, and termination codes. A service exists within a single call center. Note You cannot create a service; however, you can copy an existing service and modify
Creating a Contact Flow
Published December 20th, 2021 by Sarala Prakash
The Contact Flow Engine is a tool in the LiveVox Portal (LVP) that enables you to define the flow of any type of communication (call, chat, email, SMS, or WhatsApp) between your organization and a customer. A contact flow primarily consists of modules (such as languages or actions) and connectors (for linking the modules, setting the flow, or assign
Associating Phone Numbers with a Service
Published September 13th, 2021 by Sarala Prakash
U17 A service defines the basic activities that agents can perform when they use a specific type of service. A service is defined with predefined attributes, such as messaging, compliance rules, and termination codes. A service exists within a single call center. The Phones editor under the Configure tab allows you to add (associate) and remove (dis
Creating a Service Group
Published October 26th, 2021 by Sarala Prakash
A service group is a virtual grouping of services used for call routing or reporting. During configuration, a service group is assigned contributing services, such as manual, quick connect, HCI, or other types of services. For example, you can create a Human Call Initiator (HCI) service group and assign services to it. The major functions of the ser
Understanding Real-Time Metrics vs. Historical Metrics
Published October 27th, 2021 by Sarala Prakash
Real-Time Metrics The Monitor tab of the LiveVox portal provides real-time statistics and metrics for voice, email, SMS, and chat channels. Using this information, you can measure the performance of your enterprise, call centers, services, or agents to improve efficiency. You can also use the Monitor dashboard to control the current activities of yo
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