HCI DEMO

1. Today we are going to review the functionality of LiveVox’ s Human Call

Initiator (HCI) service.
2. The first step in the HCI process is to load a campaign to the HCI service
you want to utilize. Navigate to this service and go through the steps to
upload a campaign as you normally would. Depending on what service you
are uploading campaigns to in the LiveVox system, you have to select
campaign type. The main difference in uploading an HCI campaign is
selecting the campaign type as HCI. Once you have verified the remaining
fields are correct. Select upload. Once uploaded, you will have to build your
campaign. This process cleans the file by removing invalid numbers,
duplicate accounts phones on the DNC etc. Once the file is built, you can
choose to hit play if you are ready to start the campaign.
3. The next step in the HCI process is to look at pace method settings. Pacing
controls how many records are presented to each clicker agent. You can
easily adjust the pacing by navigating to the service dashboard page where
the HCI campaign is loaded. From here you can hit the revise button and
adjust the throttle to how many lines per agent you would like to present to
your clicker agents. For this demonstration, I’m going to select 2 lines per
agent. This means that for every closer agent that is in the ready state 2
records will present to the clicker agent to manually confirm the dial.
4. Clicker agents will login to the HCI service that you loaded the campaign to.
The clicker agents do not need to establish an audio path to the LiveVox
system. One logged in, the HCI desktop will be displayed. This desktop is
where records are presented to clicker agents to manually confirm each
dial. The clicker agent screen will display helpful information like calls in
progress, records remaining, calls on hold, and available agents.
5. There is a division of labor between the clicker and the closer agent but for
purposes of this demonstration only we have enabled the capability to see
the closer agent desktop as well. The clicker agent and the closer agent have
to be in a ready state in order for records to present.
6. I am going to move the clicker agent status to the ready state and you will
see that 2 records will become available to manual confirm the dial.
Remember that 2 records are presenting because we set pacing at 2 lines per
available agent. Before we confirm the records, notice that if I switch the
 closer agent into a not ready state that the records will disappear and
available agents will drop down to 0.
7. Now I am going to move the closer back into a ready state, confirm 2 calls,
and you can see the closer agent connect to the HCI call. The information
shown here is configurable based on your input file. We can customize the
screen pop to display any information that you think might be beneficial for
the agent to start their talk off. Utilizing the agent panel, the closer agent has
the ability to work the call as they normally would including transferring and
dispositioning calls.
8. Now we are going to go over the steps 1 more time so that you can see the
complete HCI service process again. First step is to confirm pacing service
level settings (change the throttle to 1 LPA) next is to ensure that clicker and
closer agents are in the ready state (put clicker in ready) and last confirm
records. The calls are then connected to closer agents who can work on the
account.
9. This concludes the HCI demonstration, please let us know if you have any
additional questions or concerns and we’ll be happy to assist.

Note-split screen showing 2 PC’s