Understanding User Roles and Permissions

When you create users , you can assign user roles and grant them the permissions associated with that role. The following tables contain user roles and the corresponding permissions for that role: Fall23 User Roles and Permissions The following table describes the user roles and the permissions in version Fall23 of the SmartReach application: Power ...

Creating a User

SmartReach Sysadmin   users  and  Superusers  can create other administrative users and assign them roles based on their required responsibilities. Fall24 Creating a User To create a user: Log in to the SmartReach Portal as a Sysadmin or Superuser. Go to Config > System > User. In the User window, click the   icon. The User pop-up window appea...

Unlocking a User

If you enter incorrect credentials while logging in to the SmartReach Portal, you will be locked out of the application after a certain number of attempts. Your account must be unlocked before you can log in again.  Only  Sysadmin users  can unlock the locked user accounts. Info By default, users are allowed five failed login attempts. You can set t...

Deleting a User

When you no longer require a user role, you can delete that user from the SmartReach Portal. Only Sysadmin and Superuser roles can delete other user roles. To delete a user: Login to SmartReach. Go to Config > System > User . Select the user you want to delete, and then click the delete icon corresponding to that user.The Confirm dialog box ap...

Downloading the Agent Desktop Native Application as an Administrator

The Agent Desktop  Native (ADN) application, is an installable application designed to enhance the agent experience with the following features: Offers browser-independent access to the agent desktop. Enables integrated voice using the computer (WebRTC) to place a call. Provides the ability to record the agent's desktop. Enables an administrator to ...

Configuring Agent Desktop Native Application as an Administrator

  To configure the Agent Desktop Native (ADN) settings, after you install the Agent Desktop Native (ADN) application, use the Configure tab of the LiveVox Portal (LVP).  Info On the LiveVox platform, the Desktop Native tab is available by default on the Agent Desktop screen of LVP. ADN 7.6.1 and ADN 7.7 Configuring the ADN Application Log in to LVP ...

Understanding and Navigating the Monitor Tab

The Monitor  tab of the LiveVox Portal (LVP) contains the following dashboards. Monitor The Monitor dashboard provides real-time statistics and metrics for voice, email, SMS, and chat channels. The Monitor dashboard helps you measure the performance of your enterprise, call centers, services, or agents to improve efficiency.You can view the data on ...

Creating an Agent

For an agent to interact with customers, you must create and customize a profile for that agent with the following information:  Login credentials to enable the agent to log on to the agent desktop.  A phone number to establish an audio path. Communication channels (for example, SMS, email, or chat), language skills (for example, English or Spanish)...

Activating an Agent

An inactive agent is not allowed to sign in, nor can you score an inactive agent. To active an agent, use the Agents  window. U17/LV19 To activate an agent's profile: Log in to the LiveVox portal.  On the Configure tab, click Agents > Agents.The Agents window appears. On the General tab, select All from the Filter drop-down list. Info All the act...

Unlocking an Agent

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...

Assigning Services to an Agent

An agent must be associated with a dialing service (and signed into it) to receive calls. You can map this service-agent association either by the agent or by service. To map agents to a specific call center and service: Navigate to Configure > Agents > Agents and select the Agent Mapping tab. Use the Call Center and ACD Services dropdown menu...

Changing an Agent's Password

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 ...

Deleting an Agent

Navigate to Configure > Agents > Agents  to open the Agents Editor. Select the required agent by clicking the row.  Note You can only delete agents with no dialing activity in the last 90 days. Click the Delete icon (X). The Confirm window appears.  Click Yes to delete the agent.  Warning Deletions cannot be undone....

Routing Calls to Agents

LiveVox supports multiple options when routing calls to agents.  Inbound Routing : You can route inbound calls to the specific agent who is assigned to an account or to the agent who last spoke to the consumer. This process requires that you enable ANI Lookup  and that you can locate a previous transaction with an Agent ID.  Automatic Number Identif...

Assigning an Agent to an Agent Team

Agent mapping allows you to assign agents to an agent team. This allows you to add all agents who report to the same supervisor to the same team. Info When you add an agent team, assign services to the agent team. If a service is not assigned to an agent team, the agent team does not appear in the Monitor tab. To assign an agent to a team: Log in to...

Assigning Skills to an Agent

Agent Skills allow administrators to classify agents for preferential routing of inbound or outbound traffic based on an attribute the agent may possess, the types of clients they handle, or their proficiency (level of expertise) handling certain call traffic. To assign skills to an agent: Log in to the LiveVox Portal. On the Configure tab, click Ag...

Understanding SmartReach Services

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...

Copying a Service

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 ...

Moving a Service

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 following scenarios describe when you might need to move a service from one call cen...

Renaming a Service

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...

Deleting a Service

U17 You can delete a service if a campaign has not been run on the service over the past 90 days. You can delete the service from the Services tab within the LiveVox Portal (LVP).  To delete a service: Log in to LVP. On the Configure tab, click Services >  Services .The Services window appears. In the Services window, select Call Center from the ...

The LiveVox Quick Connect (QC) Service

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...

Configuring the LiveVox Quick Connect (QC) Service

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...

Associating Phone Numbers with a Service

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...

Configuring Client-Level Service Settings

U17 To specify dialing and messaging settings and monitor the progress of a campaign, use the Services  window on the Configure tab in the LiveVox Portal (LVP). The Settings tab in the Services window contains general and advanced settings for the service. To access the Services window, on the Configure tab, click Client / Service > Services, the...

Understanding Service-Level Configuration Options

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...

Creating a Service Group

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...

Using Subnet IP for Added Security

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...

Minimum PC Requirements for Administrators (Users) and Agents

As with any software, the LiveVox suite of products has minimum hardware and bandwidth requirements in order to function optimally. We've put together a list of those requirements below:   Minimum Requirements Agent Desktop Native    Hardware Processor 256 Mhz RAM 256 MB Display Minimum resolution of at least 1024 x 768 Peripherals Network adapter 1...

Creating a Group Voicemail

Each voicemail box is associated with a single inbound service and all agents with access to that service have full access to the voicemail using their automated call distribution (ACD) system, regardless of the service they log into. This includes listening to messages, changing the password for the mailbox, deleting messages, and so on.  The follo...

Requesting a New Inbound Service

LiveVox Customer Care can create a new inbound service to allow clients to direct and filter incoming calls throughout their call centers. The typical turnaround time for processing requests is three to four business days. Info Clients cannot create new inbound services themselves. This is not a self-serviceable option.  Ordering a New Inbound Servi...

Requesting Quality Assurance (QA) Testing for Services, Messages, or Call Flows

Depending on your access level as a LiveVox Portal (LVP) administrator, you are welcome to make configuration changes to your services or messages/call flows. In fact, most features within LVP (and within the agent experience) are customizable and self-serviceable, allowing you the freedom to mold your experience to your specific needs. Due to the c...

Requesting a New Manual Service

The LiveVox Customer Care team can create a new Manual service for you. A Manual service is a human-initiated service in which an agent manually enters all 10 digits of a telephone number on a keypad to launch an outbound call, or the agent manually selects a phone number to launch a call from a CRM Agent Desktop. The same agent handles the call. Yo...

Requesting an HCI Service

A Human Call Initiator (HCI) service is one in which a Clicker Agent manually launches outbound telephone calls by clicking each displayed number. If a customer answers the call, the call is routed to a Closer Agent, who speaks with the customer. This service is typically used when a company does not have a customer’s previous consent to contact the...

Requesting Additional Call Centers

Call Centers can be used in your LiveVox Portal (LVP) for a variety of functions. Primarily, they are used to organize and group Services together. Call Centers can be named based on your specific use case (such as for a physical location of agents, services that have similar functions, etc.). During your initial LVP setup, you will be provided with...

Processing Quick Connect Service Requests

Quick Connect (QC) is an automated outbound service that immediately connects agent and customer. However, the agent must be in a ready state for the call to bridge with the customer. Calls do not launch to the customer if the agent is not in a ready state. As soon the customer answers the call and says hello, the call is immediately bridged to the ...

Managing Reporting Outcomes

Managing reporting outcomes is a process whereby you can map outcomes (results) of each inbound or outbound call to result codes so they are captured in a way that is more suitable to your organization's requirements. Result codes are codes that represent different outcomes (results) and these codes are captured in the Call Detail Reports (CDRs). Us...

Deleting an Agent Voicemail

If you've had an agent leave your organization, you may wish to delete an agent voicemail box. Our LiveVox Customer Care team can assist you with this request. Deleting an Agent Voicemail To have the voicemail box properly deleted, Customer Care will need to gather the following information from you: Number of agent voicemail boxes that need to be d...

Creating an Agent Extension

Along with things like voicemail and direct lines, agents can also be set up with extensions so that customers can reach them directly. Here's a sample of what an agent extension could look like in the LiveVox platform: If you're interested in setting up an agent with an extension, our LiveVox Customer Care team can assist you. Requesting an Agent E...

Requesting a New Preview Service

A Preview service (Preview All system) is a feature provided by LiveVox that enables you to do the following: Provides agents with information about a customer before dialing the call. Enables you to select a customer record from a specified call list and display the information on a single window on the agent's desktop for an agent to initiate the ...

Requesting a New Unattended Service

An unattended service is an automated outbound service that immediately connects with an IVR application. Regardless of the responses provided, the called party cannot be connected to an agent. Requesting a New Unattended Service You can contact LiveVox Customer Care to request a new unattended service. You must provide the following information: Ho...

Customizing Export Formats

The export format identifies the type of file that is being exported. The format of a file ensures that the exported files can be accessed and used by other applications. It also helps in maintaining the structure of the data during export. The SmartReach Portal enables you to export a file as a comma separated values (CSV) file. Using the Export Fo...

Report Writer Field Descriptions

The following table describes the fields for each table available in the Export Format editor. You can use this information to create your own Call Detail Reports (CDRs). Table Field Description Agent Email Email address of the agent. First_Name First name of the agent. Last_Name Last name of the agent. Logon_Id Logon ID of the agent. Call Monitor A...

Routing an Inbound Call

Routing an inbound call involves placing an incoming call in a queue and then routing that call to a specific person or a group based on pre-established rules (using the Contact Flow Editor and Message Template). LiveVox supports multiple options to route inbound calls. For example, you can route an inbound call to a Service Group for call distribut...

Creating a Message and Assigning the Message to a Service

Creating a message allows the administrator to customize the phrases used in a contact flow. For example, if a client has call centers in different cities, you can create a contact flow to be used as a welcome message, but customize the message for different branches. Note: Before you begin, ensure that you have a contact flow ready. For more inform...

Technical Specifications and Requirements

This topic lists technical specifications and requirements for running the LiveVox Portal. Supported Browsers You can access LVP using the latest version of any of the following browsers: Chromium Google Chrome Microsoft Edge Mozilla Firefox Domain Requirements You must permit traffic to and from the following websites: *.livevox.com googleapis.com ...

SmartReach Minimum Agent and User Requirements

To ensure the normal operation of the SmartReach applications on the Agent and User Portals, the computers used by your agents and users, and your data network must conform to the minimum requirements that are outlined in this document. To understand the personas that use the SmartReach Portal, see the User Roles and Permissions section of the Produ...

Configuring a Preview All Service Type

The Preview All Service Type provides a preview of the customer record to the agent. Once the customer record is displayed to the agent, a definite timeframe is provided for the agent to respond. The agent can choose to dial the number, enter a different number to dial the customer, or skip dialing the customer number and move to the next customer r...

Configuring the Unattended Service Type

Unattended service is an automated outbound service that connects with an IVR system. Irrespective of the responses provided, the called party cannot be connected to an agent. The configured message is delivered through an IVR system. This article provides information about how to configure the Unattended service and how to create an Unattended serv...

Configuring the Human Call Initiator (HCI) Service

The Human Call Initiator (HCI) service is a human-initiated outbound voice service that helps you manage compliance and improve productivity. HCI involves two types of agents, Clicker Agents and Closer Agents. Upon initiating a campaign, the Clicker Agent views all the phone numbers associated with the campaign on the Clicker Agent desktop and proce...

Configuring a 10DMT Service

The 10-Digit Manual with Transfer (10DMT) service is a human initiated outbound voice service to manage efficient manual dialing.  10DMT involves two types of agents  a 10DMT agent or call initiator and a closer agent. A 10DMT agent manually enters all ten digits of a telephone number on the keypad to launch a call. When a customer or an answering m...

Logging in to the LiveVox/SmartReach Portal Using Single Sign-On (SSO)

Single Sign-On (SSO) is an authentication method that lets users access multiple applications with a single set of credentials. The LiveVox/ SmartReach portal supports SSO through third-party Identity Providers (IdPs), currently including Okta and Azure. SSO offers several benefits: Enhances security by requiring authentication through a trusted IdP...

Understanding Contact Manager Fields

Contact Manager on the SmartReach Portal contains a wide range of terminologies, each with its own unique definitions. General Tab Field Description Account Account number of the customer.This field can contain an alphanumeric value. Do not enter a space or a special character in the field. Account To Speak Account number of the customer that is use...

Working with Input Filters

When you import data (for example, contact information, account details, or transaction records) into the LiveVox Portal (LVP), you must create input filters that can read the data submitted in your files into a format that can be stored in the LiveVox databases. An input filter processes and imports the data from a file into LVP through field mappi...

Creating an Input Filter for Importing Contacts

Before you import the contact records from a file into Contact Manager on the SmartReach portal, you must create an appropriate input filter. An input filter processes and formats the data from your file so that the data is recognized by SmartReach. To create an input filter for importing contacts: LV 19 and Fall 23 Log in to LVP. On the Configure t...

Importing Contacts into Contact Manager

You can create multiple contact records at once on the LiveVox Portal (LVP) using the Import feature of Contact Manager. This feature enables you to import contact records from a file on your computer into Contact Manager on the LiveVox Portal.  You   can   add   a   maximum   of   12 , 000 , 000   contacts  per portal  to   Contact   Manager . Howe...

Filtering Contacts in Contact Manager

You can filter the contacts in Contact Manager to fetch the contacts that you want to export or the contacts that you want to include in a campaign.  To filter the contacts, you can perform a basic search or an advanced search. LV19 Performing a Basic Search This method involves specifying the filter criteria in the Search field and then clicking th...

Creating a Campaign from Contact Manager

You can proactively and quickly contact a set of customers by phone, email, SMS, or other means through a campaign. A campaign is a list of the contact records of those customers.  Example Suppose that you want to communicate with customers who are located in New York. You can filter the contacts in Contact Manager based on your condition and then c...

Adding Contacts to the Do-Not-Call (DNC) List

Do-Not-Call (DNC) lists are customizable lists of phone numbers, account numbers, and/or unique account number and phone number combinations that indicate to the system that these customers should not be contacted. Info To scrub indicates to abolish contacting a number.  A DNC list is also called a suppression list. Important Starting from Fall 24 r...

How Do I Block an Inbound Caller?

You can block inbound callers using the Block Caller ID editor in your LiveVox Portal (LVP). There are several reasons that you might want to block a caller, such as:  Spamming your inbound services with multiple calls Harassing your agents Using foul or rude language or making threats Note The Block Caller ID editor does not allow you to block your...

Creating a Contact Import Job

A contact import job helps you to automate the process of importing contact records from a file into Contact Manager on the LiveVox Portal (LVP). This article describes how to create a contact import job. Before You Begin Upload the contact file to the  SFTP  site. Create an  input filter  for importing contacts. Uploading the Contact File to the SF...

Enabling Email Consent for a Contact

On the Configure tab, click Contacts>  Contacts .The Contacts window appears. On the Contacts tab, double-click the row displaying the contact you want to modify.The Contact window appears. On the Channels tab, select the Email Consent checkbox to permit emails to be sent to the specified email address of the customer. Note If the customer manual...

Customizing Contact Views

After you create contacts, you can customize how the contact information is displayed. You can add fields (for example, payment balance, contact created date); restrict editors (select which users can edit the contact view); restrict visibility (select which users can see the contacts). To customize contacts views: U17 Log in to the LiveVox Portal (...

System Results Descriptions

  System results specify different outcomes (results) of each inbound or outbound call. SmartReach provides a list of default results, which you can customize depending on your requirements.  You assign results at the call-flow level using the Call Flow editor. For more information, see Understanding Modules .  The following table describes some of ...

Uploading a Campaign

A campaign is a focused attempt to contact customers based on factors such as dialing strategies, customer service goals, or regions. Campaign files contain phone numbers and customer information for use on the LiveVox dialing systems. This topic describes how to upload a campaign file from the Campaign window. Note Before you begin, ensure that you...

Options for Creating a Campaign

A campaign is a focused attempt to contact customers based on factors, such as dialing strategies, customer service goals, or regions. This topic lists the different ways in which you can create a campaign in the LiveVox Portal and provides links to those topics for additional information. Refer to the following links in the Product Documentation si...

Segmenting a Campaign

Segmentation is the process of filtering the contacts within a large parent campaign into segments (smaller sub-campaigns) so that certain customers can be contacted based on your targeting strategy.  To create a new segment within a campaign: In the LiveVox Portal, navigate to the Segmentation tool by selecting Configure > Campaigns > Segment...

Using a Campaign Template

Campaign templates are predefined dialing characteristics and schedules that help automate the campaign upload and configuration process. This topic describes how to create and use a Campaign template. U17 To create a Campaign template: In the LiveVox Portal, navigate to the Campaign Template tool by selecting Configure > Campaigns > Campaign ...

Understanding Click Distribution

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 ...

What Is Local Caller ID (LCID)?

The LiveVox Local Caller ID (LCID) feature allows LiveVox customers to configure a local number to be displayed as the caller ID number when dialing certain areas. You can configure the number to display as a local number. If a local number is unavailable, you can display a number that is reasonably close to the customer's local number. The Local Ca...

How Do I Use an LCID Package Effectively?

The Local Caller ID (LCID) package displays a local number to the customers you're dialing, making them more likely to answer or call the number back later. Recommended Practices Use LCID packages on high volume outbound dialing campaigns to boost the Live Answer Rate and/or the Callback Rate. There are 3 numbers for every major metro area code cont...

How Do I Request an LCID Package?

To request Local Caller ID (LCID) functionality, contact your Account Manager/Account Executive. The request must include the number of LCID packages required as well as the following information: Outbound services that display the package Inbound services that receive callbacks from the package’s LCID numbers Info LCID Packages come at an additiona...

How Many Phone Numbers Can an LCID Package Contain?

US LCID packages may contain up to 300+ local numbers, which cover 100+ major areas. Canadian LCID packages may contain up to 45 local numbers, which cover 15 major areas. The major areas may vary in each package based on what is available to LiveVox from the carriers. There are typically 3 phone numbers assigned for each of the covered major areas....

Reviewing Numbers in a Caller ID (CID) Package

To view your CID packages available for use, or to see which numbers are featured in each package, navigate to the following section of your LiveVox Portal (LVP): Navigate to the Caller ID (CID) Package section by selecting Configure > Voice >  CID Package from the Navigation Panel: Select a package from the Package(s) drop-down menu. If the l...

Reassigning a Local Caller ID (LCID) Package to a Different Inbound Service

The Phone Numbers editor allows users to view all LiveVox-owned phone numbers within the client’s LiveVox Portal (including Local Caller ID (LCID) numbers), and identify, assign, modify, and disassociate any phone numbers from one service to another: Navigate to the Phone Numbers editor by selecting Configure > Voice > Phone Numbers from the N...

Calling Name Control and Administration (CNAM) Overview

Calling Name Control and Administration Caller Name (CNAM) is the alphanumeric description displayed on the Caller ID interface for customers (or businesses) who subscribe to the Caller ID service to identify the caller. The format of CNAM is supported by up to 15 printable ASCII characters, including letters from A through Z, numbers from 0 through...

Understanding Pacing and Throttle

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...

Creating or Modifying Dialing Profiles and Dialing Strategies

Fall 23 Creating or Modifying a Dialing Profile Dialing profiles help support compliance policies for dialing and messaging. These policies are regionally based and contain parameters to limit customer contact based on location. Note You must configure the SmartReach dialing profile for the Eastern Time (ET) zone, regardless of whether the area/zip ...

Working with Dialing Profiles and Strategies

This article describes how dialing profiles and strategies can help ensure that you run campaigns in compliance with industry regulations. Dialing profiles define the acceptable days and hours that you can contact customers through telephone calls or Short Message Services (SMSes). They support compliance guidelines for contacting customers within r...

Logging Agents Out of the LiveVox Platform

Before You Begin Ensure that you have one of the following LiveVox user roles: Manager, Superuser, Sysadmin You can log out one or more agents from their Agent Desktop if they are not on a call. To do so: Log in to the LiveVox Portal. Access the Monitor dashboard at the enterprise or call center level. In the Voice section, as required, click one of...

Sending Messages to Agents

Before You Begin Ensure that you have one of the following LiveVox user roles: Manager, Superuser, Sysadmin You can send messages to one or more agents when they are logged in to the Agent Desktop. To do so: Log in to the LiveVox Portal. Access the Monitor dashboard at the enterprise or call center level. In the Voice section, as required, click one...

Switching the State or Service of Agents

Using the LiveVox Portal (LVP), you can change the state of your agents who are logged in to the agent desktop from the Ready state to the Not Ready state and vice versa. In addition, you can change the service that your agents selected when they logged in to the agent desktop. Before You Begin Ensure that you have one of the following LiveVox user ...

Monitoring an Agent's Call

You can listen to a call between your agent and a customer in real-time (Monitor). In addition, you can privately guide the agent (Coach), or voluntarily participate in the call by interacting with both the agent and the customer (Barge). This article describes how to monitor an agent's call on the LiveVox Portal (LVP) by using the Monitor, Coach, a...

Understanding SmartReach Portal Reports

This article provides a brief overview of the reports available to you on the SmartReach portal. 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 metric...

Understanding Real-Time Metrics vs. Historical Metrics

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...

Generating a Call Recording Report

The Call Recording reports are generated based on the Days of Call Recording duration set at the Client  or Service  settings in the LiveVox Portal. The report displays the results only for the start/end time duration no greater than 730 days.  LiveVox maintains access to the recordings through the LiveVox Portal for up to 3653 days. However, the se...

Call Recording Storage

LiveVox stores your call recording files for a minimum of 3 days and a maximum of 15 days at no additional fee. However, you can extend the time that call recording files are stored for a nominal fee.  To request extended storage, contact the LiveVox Customer Care Team. Info To enhance the reliability and availability of call recordings, LiveVox use...

Configuring Call and Screen Recording Jobs

You can configure call recording and screen recording functionalities through the  Jobs  tab in the Client window in the LiveVox Portal. The Screen Recording feature comes at an additional cost and must be enabled by the LiveVox admin. Contact your Account team to enable this feature. Configuring a Call Recording Job Log in to the LiveVox Portal. Cl...

Adding New Termination Codes

You can add termination codes to specific services or groups of services to indicate the reason a call has been terminated.  U15 / U17 Adding New Termination Codes Log in to the LiveVox Portal. Go to Configure > Agents > Termination Codes. Click Add. The Termination Code pop-up appears. Specify values in the following fields. Field  Descriptio...

Enabling Screen Recording for Agents

LiveVox provides a configurable screen recording feature for each agent desktop through the Agent Desktop Native application. The system captures all agent screen activities when an agent goes into the In Call state and ends recording when the agent selects a termination code or if the login session becomes disconnected. U17/LV19 Enabling Screen Rec...

Assigning an Agent Desktop to a Service

This topic describes how to associate an Agent Desktop with a service so that the Agent Desktop is predefined to handle calls from that service.  Before you begin, ensure that you have defined an Agent Desktop. For more information, see Agent Desktop Navigation in the Product Documentation Library. In the LiveVox portal, navigate to Configure > S...

Contact Center CRM Agent Desktop Overview

A Contact Center Customer Relationship Management (Contact Center CRM) Agent Desktop contains the Designer panel, which is an extension of the agent panel. While the agent panel contains a dial pad and options to contact customers (by voice, chat, email, and SMS), the Designer panel contains components that enhance the functionality and the informat...

Chatting with Agents

Before You Begin Ensure that you have one of the following LiveVox user roles: Manager, Superuser, Sysadmin Ensure that you have enabled the Supervisor to Agent checkbox on the Portal tab of the Client window. You can chat with one or more agents who are logged in to the Agent Desktop. To do so: Log in to the LiveVox Portal (LVP). Access the Monitor...

Accessing the Designer Desktop

LV17 Designer (CRM with Editor) is a configuration tool on the LiveVox Portal (LVP) that enables you to design an agent desktop and manage the agent desktop experience for your agents. This tool uses the What You See Is What You Get (WYSIWYG) interface that supports drag-and-drop operations. The tool also allows you to preview or test the agent desk...

Customizing an Agent Desktop

You can customize an Agent Desktop to empower your agents and improve their experience by presenting them with the information and the context they need when interacting with your customers across any communication channel. A customized Agent Desktop also allows your agents to send emails and Short Message Services (SMSes) even when they are not on ...

Setting Up an Agent Phonebook

Agent phonebooks allow agents to transfer calls to a list of internal and external contacts. Phonebooks are assigned at the Client, Call Center, and Service levels. You can use an agent phonebook for: External transfers that support single ten-digit phone numbers and extensions. Internal transfers that allow agents to transfer calls to service group...

Setting Up Agent Scheduling

The Agent Scheduling feature enables you to create shifts for agents, assign shifts to agents, and define thresholds for compliance. For example, if you expect your agents to comply with scheduled tasks 85% of the time, you can set 85% as the threshold. Scheduling agents involves the following tasks: Configuring the Agent Scheduler settings Creating...

Adding LV Connect

LiveVox Connect (LV Connect) acts as a notification or a bulletin board channel specifically designed for the agent desktop. LV Connect displays real-time alerts, posts, and notifications to ensure that agents and managers have current information about their team and tasks. It acts as a centralized tool for managers to post updates or reminders to ...

The Knowledge Worker Desktop

If you are working as a Knowledge Worker agent, you use the Knowledge Worker desktop, which is configured by your manager.  To log in to the Knowledge Worker desktop: Log  in to the agent desktop. F rom the Desktop Mode drop-down list, select Knowledge Worker. The Knowledge Worker desktop has the following display options: Agent Panel + Extended Pan...

Enabling the SMS Channel for an Agent

To enable an agent to handle the SMS channel from the Agent Desktop: On the Configure tab, click Agents > Agents.   The Agents window appears.  On the General tab, double-click the row displaying the agent whose profile you want to modify.The Agent Details window appears. Click the Channels tab. If the SMS Channel icon is greyed out, click it to ...

What is Two-Way Texting? Can It Be Automated?

Two-Way Texting Two-way texting is when an agent is enabled to interact with a customer over an SMS channel. Two-way texting can be between an agent and a customer, or can be automated. Automated Texting Conversation between a customer and an automated response system is possible within the SmartReach platform. Just as a customer can interact with a...

How Are SMS Messages Sent and Delivered?

There are three delivery methods that are used to send and deliver a Short Message Service (SMS) text: Toll-free number Short code 10-Digit Long Code (10DLC) number Toll-Free Number Toll-free numbers are telephone numbers with a three-digit code that can be dialed with no charge to the person dialing the number. If you already have a toll-free numbe...

What Is Involved in Getting a Toll-Free Number or Shortcode?

Toll-Free Number Toll-free numbers (TFNs) allow for 3 messages to be sent per second, making them an excellent fit for a variety of SMS campaigns, including: Mass-SMS Click-to-Text SMS Bi-Directional SMS Average turnaround time for procuring a new TFN and configuring the phone number to be used within the LiveVox platform is about 5 days. Toll-free ...

What Are Best Practices for Toll-Free Number Texting?

When utilizing toll-free number SMS, there are a few "best practices" to keep in mind: Callback numbers and delivery numbers must match. If your SMS mentions a phone number for customer callbacks, your delivery number must match (the number that the SMS was sent from). Messaging should not be aggressive or threatening. As with any customer interacti...

How Does a Customer Opt-in (or Double Opt-In)?

Gathering consent from a customer is essential for automated programs (such as SMS campaigns). Consent is typically gathered via existing communication channels, such as: Agent communication IVR Web-based Keyword Double Opt-in A "double opt-in" requires that a customer take action to confirm their original opt-in. For example: if a customer signs up...

How Does SmartReach Mitigate the Risk of Being Blocked from Sending SMS?

SmartReach takes a multi-step approach to reduce risk for our customers in the SMS space. However, as in any space that deals in compliance laws or rules, we can never reach 100% risk mitigation. Individuals selling 100% risk-free SMS campaigning are not being truthful. What we are providing, and what every customer interested in using SMS in their ...

Customizing an SMS Template

This article describes how to customize the body of an SMS message intended for customers. U17 To customize an SMS template: Log in to the LiveVox Portal. On the Configure tab, click Messaging > Messages.The Messages window appears. In the Message(s) field, select the message containing the SMS message whose template you want to customize. On the...

Best Practices for SMS

When done in a compliance-friendly manner, texting is an effective way to synchronize outbound and inbound customer interactions into a single service. With the opportunity for a 98% open rate, Short Message Service (SMS) messages are an ingenious way to boost engagement, increase contact rates, and more. To optimize click through rates and achieve ...

Create, Build, and Play an SMS Campaign

A Short Message Service (SMS) campaign is a text message that is sent to a large number of contacts, to provide marketing and other important information to customers. A campaign is a focused attempt to contact a certain set of customers based on factors, such as dialing strategies, customer service goals, or regions. Campaign files contain phone nu...

Human Text Initiator (HTI) Overview

In LVP, the Human Text Initiator (HTI) is a service in which an agent, known as a Clicker Agent, manually launches a test message by clicking on a dialog box. A Clicker Agent can launch a text message at a time using a single click. If a customer replies to a text message, the SMS is routed to an agent, who can reply to customer. The HTI messaging s...

Creating a Contact Flow

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...

Assigning a Contact Flow to a Service

This topic describes the different ways in which you can associate a contact flow with a service.  In the LiveVox Portal (LVP), when you create a contact flow that uses the lookup module, the Lookup Source property allows you to select Services or Contacts as the source of the lookup key. If you select the Services option here, the lookup key focuse...

Assigning a Message to a Service

After you create and deploy a message, you must assign it to a service to ensure that the contact flow behaves as expected. This topic describes how to assign a message to inbound and outbound services using the  Services  editor. Note You can assign a message to more than one service. However, each service can only have one associated message. In t...

Changing the Verbiage of a Message

To change the verbiage (text) of a message, select the verbiage from the available phrases in the LiveVox phrase library or the phrase library that is specifically created for you, from the  Phrases   settings window of the LiveVox Portal.  If the desired verbiage is not available in either library, you can record a new message and upload the audio ...

Attempt Supervisor Overview

The Attempt Supervisor tool, formerly known as the Phone Dial Attempt Supervisor (PDAS) feature, enables you to set a limit for the maximum number of contact attempts (including voice, email, and SMS together) to an account or to a phone number. This tool adds the call blocking feature to the LiveVox Portal (LVP) using existing Phone Do Not Call (DN...

Creating Attempt Supervisor Rules

The Attempt Supervisor tool, formerly known as the Phone Dial Attempt Supervisor (PDAS) feature, enables you to set the maximum number of contact attempts to an account or phone number. To set the maximum number of contact attempts, you create Attempt Supervisor rules. You can use the Rules tab to create, manage, and export Attempt Supervisor rules....

What is SpeechIQ?

SpeechIQ is LiveVox's Speech Analytics platform that analyzes call recordings by using important interaction data such as, silence time, talk time, keywords, agent/customer sentiments, and script compliance to enable an accurate evaluation of an agent's performance. You can view all the interaction data in a single place to accurately and consistent...

What Is a Scorecard Category?

An effective evaluation program needs a well-balanced scorecard, which contains questions that address key performance indicators (KPIs) and factors affecting the specific goals of a business. To achieve this, the scorecard contains a flexible scorecard builder that you can use to create different types of questions (such as logic-based, optional, o...

How Do I Create a Scorecard?

U17 To create a scorecard: Log on to the LiveVox Portal. On the WFO tab, click SpeechIQ > Configuration > Scorecards.The Scorecards window appears. On the Scorecards tab, click New.The Settings tab appears. Specify values in the following fields. Field Description Name      Enter a name for the scorecard. Group      Select the group based on w...

Creating or Modifying a Scorecard Category

U17 Creating a Scorecard Category To create a scorecard category: Log in to the LiveVox Portal. On the WFO tab, click SpeechIQ > Configuration >  Scorecard Categories .The Scorecard Categories window appears. On the Scorecard Categories window, click New.The New Scorecard Category window appears. In the Name field, specify a name for the score...

Adding Questions to a Scorecard

An effective evaluation program needs a well-balanced scorecard with questions that address key performance indicators (KPIs) and factors affecting the specific goals of a business. To achieve this, the Scorecards section of the SpeechIQ feature contains a flexible scorecard builder where you can create different types of questions (such as, logic-b...

How Are Grades Added to a Scorecard?

U17 To add grades to a scorecard: Log on to the LiveVox Portal. On the WFO tab, click SpeechIQ > Configuration > Scorecard.The Scorecards window appears. Double-click the scorecard for which you want to add grades.The scorecard appears on the Settings tab. On the Grades tab, click New.The Grade Form window appears. Specify values in the follow...

How Do I Delete Grades from a SpeechIQ Scorecard?

To delete grades from the scorecard: Log on to the LiveVox Portal. On the WFO tab, click SpeechIQ > Configuration > Scorecard.The Scorecard window appears. Double-click the scorecard for which you want to delete the grades.The scorecard appears in the Settings tab. Click the Grades tab. On the Grades tab, hover over the grade that you want to ...

How Do I Create an E-Learning Assignment?

E-Learning can be utilized within LiveVox's WFO tools (featured in the LiveVox Portal). These learning assignments, sent directly to agents, can help improve agent performance and provide them with a framework on what to improve on in their approach with customers. To create an e-learning assignment: Log on to the LiveVox Portal. On the WFO tab, cli...

How Do I Modify a Work Queue Task?

U17 To modify a work queue task type: Log on to the LiveVox Portal. On the WFO tab, click Work Queue > Work Queue Config.The Work Queue Config window appears. Double-click the task type that you want to modify.The Task Settings window appears. Specify values in the following fields. Field Description Subject Subject of the task. Priority Priority...

Script Overview

The Script feature is a tool that enables you to build dynamic scripts to guide an agent through a variety of customer interactions (for example, onboarding, processing accounts, submitting surveys, diagnosing issues, and fulfilling orders). The tool functions as a set of navigation screens for an agent to traverse.  Based on your knowledge of your ...

Design Tab Overview for Script

You can create and design the page in the Design window. The window contains the following options: Elements The script builder toolbar provides access to the data elements and data control types that are used for displaying and capturing data within a script. You can insert the controls into a script by dragging and dropping the control to the scri...

Creating a Script

You can create new pages and set properties using the options available in the Design  tab. Alternatively, you can modify or  update the stylesheets using a script (Script) built using Javascript to create the pages. Creating a Script Log in to the LiveVox Portal. On the  Configure tab, click Agents > Agent Desktop.The Agent Desktop window appear...

Steps to Create and Design a Page

Before you begin All the required images should be uploaded to the Image Library so that the same can be used while designing pages. Create a Page To create a page: Click Add Page. Specify a Name and Description for the page. Select the page Type from the drop-down list. The following are the page types: Field Description Standard A standard page ca...

Modifying a Script

You can modify the page and the properties using the options available in the Design  tab. Alternatively, you can modify or  update the stylesheets using a script (Script) built using Javascript to create the pages. Modifying a Script On the  Configure tab, click Agents > Agent Desktop.The Agent Desktop window appears.  Click the Designer tab. Se...

Assigning Script to Services

To make a script available for your agents, you must assign the script to the services assigned to your agents. To assign a service to a script: Log in to the LiveVox Portal. On the  Configure tab, click Agents > Agents Desktop.The Agent Desktop window appears.  Click the Designer tab. Select the required Designer Desktop from the drop-down list....

Enabling the Script Feature on the Designer Desktop

The Script tool enables you to build scripts to guide an agent through a variety of customer interactions, such as onboarding, processing accounts, and so on. To enable the Script functionality, contact your Account team. Script is a billable feature. You can see if the Script is available from the Billing tab of the LiveVox Portal (LVP). Billing Ta...

Consent Management and Managing Opt-In/Out for Email

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...

Customizing an Email Template

This article describes how to customize the body of an email message intended for customers. To customize an email template: Log in to the LiveVox Portal. On the Configure tab, click Messaging >  Contact Flow .The Messages window appears. In the Message(s) field, select the Message containing the email message whose template you want to customize...

Best Practices for Using Email: Content, Frequency, and More

Emails are a great, low-cost ways to communicate with your customers. Payment reminders, missed payment alerts, call-back request information, promotion alerts are some areas where email communication can be used effectively. Though using emails is known to be very effective, writing emails does require some thought and effort. The LiveVox Platform ...

Monitoring Inbound Email Traffic

It is essential to monitor all inbound email traffic to ensure that communication is handled in a timely manner. The LiveVox Portal (LVP) provides all the necessary email-related information on the Monitor dashboard. The Monitor dashboard displays Voice (opened by default), Email, SMS, and Chat tabs. Click the Email tab to access the Email Monitor d...

Accessing the Monitor Dashboard

The Monitor dashboard provides information about the Inbound and Outbound emails for an active email campaign. The Outbound tab gives a percentage of emails that were delivered, opened, bounced, unsubscribed, and suppressed. This information is available for a particular campaign and for a selected period of time. The Inbound tab provides informatio...

Monitoring Outbound Email Traffic

U17 The LiveVox Portal (LVP) provides information about the outbound emails for active campaigns. The Outbound tab of the Email Monitor dashboard provides statistical information regarding outbound emails for a selected active campaign over a period of time. By default, the Email Monitor dashboard displays statistics for email campaigns that were ru...

Managing an Email Thread

The Email tab of the Monitor dashboard provides a consolidated view of the email threads being handled for an active email campaign. The Inbound tab of the Email Monitor dashboard displays the data associated with all inbound emails. Information regarding the number of email threads, resolved email threads, unresolved email threads, and the number o...

Monitoring Email Performance

Emails are one of the most effective and frequently used tools to communicate with customers and include marketing campaigns, payment reminders, or promotions. But how can you measure the success of your email communications?   To help you get an idea of how the emails performed, Livevox provides the Monitor Dashboard for the email channel. The dash...

Email Authentication: What Is It and Why Is It Important?

Email authentication is a method to verify if the received email is from a legitimate source or is potential spam. When an email is delivered, the receiving mail server uses a set of methods to determine if the message was sent from the person whose email address is specified in the From field. The receiving server also determines whether the receiv...

Configuring Welcome or Out-of-Office Messages

You can define the online messages and offline messages that appear on a web widget when a customer visits your website. Before You Begin 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...

Configuring a Chat Widget

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 ...

Setting Up Proactive Chat Rules

You can proactively initiate a chat when a customer visits your website by displaying a chat invitation message that is triggered by one or more rules, each of which contains one or more conditions. A condition is composed of a variable, an operator, and a value. You can define the rules based on customer behavior. For example, you can initiate a ch...

Understanding the Chat Monitoring Options

The Monitor  tab of the LiveVox Portal contains a dashboard that displays chat statistics and monitors the chat queues of your agents in real time. The Chat Monitor dashboard is available at the enterprise, call center, and service levels. On the dashboard, you can also view the entire chat conversation in an active chat thread and view the profile ...

Setting Up Predefined Responses for Chat

You can reduce the time that agents need to respond to chat messages by storing common responses that can be sent to customers as quick responses (predefined responses). These predefined responses ensure that the messages sent by the agents are consistent and adhere to your business standards. A group of predefined responses (messages) is known as a...

Creating a Chat Bot and Assigning it to a Chat Widget

This article describes the basic, high-level procedure to create a chat bot and to assign the bot to a chat widget. Before You Begin Ensure that your LiveVox Bot account is set up and you have created a password for your account. For assistance, contact the LiveVox Customer Care Team. Creating a Chat Bot To create a chat bot: Log in to LiveVox Bot. ...

Setting Up and Enabling an Agent for Chat

To ensure that chat messages sent by your customers reach an agent, the agent must be set up for and enabled on Chat.   Before You Begin Ensure that you record the services associated with the web widget. Setting Up and Enabling an Agent on Chat To set up and enable an agent for Chat: Log in to the LiveVox Portal. On the Configure tab, click Service...

Deploying a Widget

A web widget is an independent application that you can include on your website. You can use a web widget to enable your customers (including visitors) to chat with an agent, access Knowledge Base (KB) articles, or submit a ticket.  If there is an existing web widget, you can deploy the same widget on your website by copying the code associated with...

Enabling and Assigning Ticket to Agents

If you have purchased and enabled the Ticket feature, you can make the ticketing feature visible to agents in the Agent Desktop through LiveVox’s Designer tool.  Enabling the Ticketing Widget in Agent Desktop To enable the Ticketing widget on an agent's desktop: Open Designer. Click on the Desktops tab. Double-click the desired desktop that you want...

Managing a Ticket

U17 Managing a ticket involves creating, modifying, and viewing a ticket. The Tickets subsection of the Ticketing section enables you to manage tickets, as well as accounts and contacts.  This article contains the following sections: Creating a Ticket You create a ticket to track a request or an issue. To create a ticket: On the Configure tab, go to...

Creating a Contact Using the Ticket Feature

Ticket allows you to create new contacts within the Ticketing system. U17/LV19 Creating a Contact Using the Ticket Feature To create a contact through the Ticketing system:  On the Configure tab of the LiveVox Portal (LVP), click Ticketing > Tickets.A window appears displaying the Accounts, Contacts, and Tickets tabs. On the Contacts tab, click N...

Creating New Unified Business Intelligence (BI) Users

The LiveVox /SmartReach Unified Business Intelligence (BI) solution incorporates all interactions that affect campaign and agent performance, from comprehensive scorecards to multichannel analytics. The Performance Analytics dashboards display the collated and organized data points related to inbound and outbound calls, chats, emails, and SMS statis...

Wallboards Overview

Overview of Wallboards The LiveVox Wallboards is an independent web application that enables you to configure dashboards that display key performance indicators related to your call center volume (for inbound and outbound services) and agent or team productivity. Wallboards can display real-time metrics for the overall performance and progress of a ...

Signing In to Wallboards

Warning Before you begin, ensure that you have: The web address for your QCS portal. Your client name (code). Your user name and password. The Manager or Sysadmin role. To sign in to Wallboards: On your browser, in the Address bar, enter the Wallboards link provided by LiveVox. Info The Wallboards link is similar to https://client.livevox.com/qcspor...

Using APIs on the LiveVox Portal

LiveVox provides a set of Application Programming Interfaces (APIs) to integrate LiveVox functionality with third-party applications, such as customer relationship management (CRM) systems and other systems to manage your accounts and calling lists. You can use APIs to build custom applications that use LiveVox functionality, such as custom agent de...

Registering with the Free Caller Registry Solution

If you are engaged in outbound dialing, you might be facing challenges with blocked calls, which can affect your ability to contact customers.  To address this issue, SmartReach (formerly known as LiveVox) recommends that you partner with us to register your numbers on freecallerregistry.com.  The registration is free, takes only a few seconds, and ...

Setting Up Click Distribution

What Is Click Distribution? Click Distribution is a method of dialing out from a Human Call Initiator (HCI) service. An HCI service needs two types of agents: A Clicker Agent and a Closer Agent. Click Distribution allows you to have one Clicker Agent to dial out from multiple HCI services. How Do You Implement Click Distribution? The Clicker Agent c...