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Queue backlog management
How to manage long queue accumulation effectively When long queues build up, whether overnight or during an outage, consumers often become unavailable once they have sent a message. When an agent is eventually able to reply, Dynamic Capacity will still wait for a predefined interval before reducing the intensity of the…
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Queue Clean Up Solution
How to manage long queue accumulation effectively The feature aims to manage ‘Inactive-Inqueue’ conversations. These are unassigned conversations that remain in the queue for an extended period, causing increased wait times and resource inefficiency. When agents finally reach these conversations, the consumers are often…
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Queue prioritization overview
Learn how LivePerson has developed queue prioritization specifically for brands using messaging https://player.vimeo.com/video/348009128 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…