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Agent groups workload distribution
Manage workloads efficiently between agent groups using LivePerson's Advanced Workload Distribution A priority of any contact center is to provide a rapid and personalized service at all times. Even when, for example, a brand's billing page goes down, or they are hit by hectic holiday volumes. By effectively distributing…
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Automatic Conversation Distribution
Use Automatic Conversation Distribution to balance your agents’ workload Balancing the agent workload Accepting conversations manually is not always the most efficient way to manage your contact center operations. It has the potential to cause a number of issues, such as customers experiencing long wait times, an imbalance…
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Automatic messages
Provide contextual information to consumers about the conversation during a chat Automatic messages are messages that are presented automatically in the Engagement Window during a conversation to provide contextual information to consumers about the status of the conversation. For example: * When the Engagement Window…
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Managing maximum wait times
When you first configure a skill in LivePerson, you select the maximum wait time after which engagements will not be displayed to visitors. This is to ensure that visitors do not click an engagement and end up waiting for a long time to be answered by an agent. The goal of this setting is to suggest chat to every visitor,…
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Moving from chat to messaging
Introduction https://player.vimeo.com/video/489386309 Today, over 90% of day-to-day conversations happen through digital messaging channels like Web Messaging, SMS, Facebook, and WhatsApp. With messaging, businesses can connect to their consumers through their favorite channels and on their own time. This shift from…
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Queue prioritization for live chat
Queue prioritization focuses agent resources on the conversations that matter most. It allows brands to efficiently allocate staffing resources and better handle incoming messages by prioritizing conversations in the queue based on importance. Proper queue prioritization holds special weight in the world of contact centers…
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Surveys with live chat
As a major point of contact with your consumers, chat surveys offer you a unique opportunity to collect a large volume of valuable information about your visitors. They can also provide you with key insights into the performance of your agents. In LivePerson, there are four types of surveys; the pre-chat survey, the…
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Understanding the reason a chat ends
Insight into why chats end is important for agents and managers trying to measure the consumer’s experience When a chat ends, the reason for the chat's termination is displayed in the chat transcript. There are a number of reasons why a chat might end, whether initiated by a consumer or an agent, or as a result of an…
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Wrap-up time
Allow time for important agent tasks at the end of a chat Allocating a ‘wrap up’ period at the end of each chat gives agents time to fill in surveys and record any important details about the chat. Once a chat is ended, either by the agent or by the consumer, the wrap-up period starts. During this time the agent can…