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Agent survey for messaging
Introduction The Conversational Cloud enables brands to define agent surveys to gather important information on messaging conversations, as well as categorize and analyze them. Configuring the agent survey ➡️ The agent survey for messaging requires backend enablement. Please contact your LivePerson account team for more…
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Auto close for messaging conversations
Manage expectations and keep consumers informed about expected wait times To help agents manage their active connections list effectively, brands can configure conversations to automatically close after they have been inactive for a pre-configured amount of time. Auto close provides a seamless experience for consumers;…
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Automatically unassign conversations from agents
The agent unassign feature enables you to automatically unassign a conversation from an unresponsive agent after an unanswered consumer message to provide a better, more cohesive consumer experience. This feature prevents consumers from waiting a long period for an unresponsive agent to reply by rerouting the consumer back…
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Benchmarks to measure messaging success
Measure agent productivity, customer satisfaction, and ROI in messaging The most common question contact centers ask after deciding to embrace asynchronous messaging is: how should I measure the success of messaging? This includes having the ability to measure agent productivity, customer satisfaction, and ROI. While some…
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Configuring response times
Manage expectations and keep consumers informed about expected wait times The LivePerson routing engine prioritizes conversations that are waiting to be assigned to an agent according to their response time. This is the time that brands are committed to responding to their consumers, to ensure that queue time is minimized…
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Fallback configuration per skill
Manage the Fallback skill settings per skill When assigning conversations to agents, certain skills may have no online agents that can receive the conversation, and therefore a fallback skill needs to be assigned. This capability is now offered on a per skill basis so for example, if the sales team is out for the day, all…
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Managing a contact center that messages
In order for brands to run their contact centers efficiently with messaging, everything from agent best practices to staffing, queuing, routing and KPIs needs to be tailored to messaging operations. Messaging is now the preferred mode of communication for both sales and care use cases. Over 90% of people’s day-to-day…
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Preparing agents to start a shift
Assign messaging conversations gradually using an agent warmup at the start of an agent’s shift Overview: the agent warmup For agents to start their shifts smoothly and be able to warm up to the flow of conversations, brands can configure LivePerson to assign conversations to the agents gradually. When an agent first signs…
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Private Messages overview
A new capability has been added to the Agent Workspace, enabling Messaging users to send private messages to all conversation participants, excluding the consumer. This capability will enable managers to guide agents during active conversations, while agents will be able to privately ask managers for directions and…
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Routing logic overview
The routing engine selects the most appropriate agent to handle an incoming conversation from a consumer using the following logic. Routing logic for messaging conversations When a consumer is ready to start a messaging conversation with your brand, it’s important to direct them to the agent that will best serve their…