Description
LivePerson are addressing the challenge faced by agents who handle diverse skills, lines of business, and use cases. Many brands accumulate numerous pieces of PDC (Pre-Defined Content) in their accounts, making efficient navigation a struggle for agents. Even with categorization, agents often find themselves scrolling through a long list of PDC to locate the needed one, causing frustration and decreased efficiency.
To streamline this process and enhance agent productivity, we are introducing a valuable feature. Agents will soon have the ability to designate specific PDC as 'Favorites,' allowing them to create a personalized category for commonly used content. This feature is designed to significantly boost agent efficiency, reduce operational costs, and drive up overall usage by optimizing their interaction with PDC.
Related Links
For more information on the Agent Workspace, click here.
For Release notes and Enablement Guide, click here.
Status
Live