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...