What's New?

The Search by ID functionality in LiveBank enhances data accessibility while maintaining strong organizational capabilities. This feature allows users to access the Cases Module and retrieve a complete history of related cases by entering a Client ID or Business ID, providing a unified view of client activities across the platform.

Key Features:

• • Global Activation:
    This feature is optional and must be enabled in the Settings Module. Once activated, it becomes available system-wide for all user roles, without additional configuration.

• • Exact ID Matching:
    Users must input the full and correct Client ID or Business ID to perform a search. Partial matches are not supported, ensuring precise results and reducing irrelevant data retrieval.

• • Enhanced Case Navigation:
    Within the Cases Module, users can easily switch between search modes. The Business ID column offers detailed identification for business clients, supporting sorting and displaying all associated identifiers for cases involving multiple business interactions.

This feature reinforces LiveBank’s commitment to delivering user-friendly tools that simplify case management, enabling precise historical data retrieval while ensuring the integrity and accessibility of critical client information.

The Most Idle Agent call routing strategy is now available, offering a new approach to distributing calls within skill groups. This feature enables administrators to tailor call routing to organizational priorities, promoting balanced workloads and efficient workflows.

How It Works:

• Fair Call Distribution: Calls are routed to the agent who has been idle the longest since their last handled call. For the first call of the day, it is assigned to the first agent who logged in.
• Configuration:
  Administrators can set up the policy by navigating to:
  Settings -> Routing -> Parameters -> Agents, where they can choose between two options:

  1. Least Occupied: Assigns calls to the agent with the fewest handled calls since the start of the day. Ideal for teams with fixed working hours or shifts.
  2. Most Idle (new): Assigns calls to the agent who has been idle the longest. Best suited for teams with variable shift schedules.

Implementation:

Once configured and saved, the selected policy applies immediately to all new incoming calls.

This enhancement highlights our commitment to providing powerful tools that streamline agent workload management and improve call distribution efficiency.

The Skill Group Report is a powerful new tool that provides aggregated insights into advisor performance within specific skill groups. Designed for managers, it enables the evaluation of team efficiency, comparison of results across skill groups, and data-driven decision-making.

Key Features:

• Easy Access:
  Navigate to the Statistics module, select the Historical section, and open the Skill Group Reports tab. Generating a report is seamless:
  1. Choose the report type.
  2. Define the date range.
  3. View the data in the application or export it as an .xlsx file.
• Comprehensive Metrics:
  The report includes detailed data on agent activity within skill groups, such as:
  • Time spent in various statuses.
  • Call volumes and routed calls.
  • Actions performed by agents.
• Performance Insights:
  Key metrics, such as agent statuses, call counts, and actions, allow managers to identify trends, compare performance, and focus on areas for improvement.

This report empowers managers to optimize team performance and make strategic, data-driven decisions for skill group management.

The Selective Access Control for Video Recordings feature strengthens LiveBank’s data security and privacy by enabling Owners to restrict access to specific video recordings.

Key Features:

• Easy Access Management:
  In the Case Details view, Owners can block or unblock recordings with a single click using an intuitive lock icon.
• Restricted Access:
  Locked recordings are inaccessible to all users except the Owner, ensuring sensitive data remains private.
• Full Owner Control:
  Owners retain full access to restricted recordings and can easily toggle access permissions by clicking the lock again.

This feature reinforces our commitment to delivering advanced tools for secure data management, ensuring the privacy and integrity of critical information.