Agent & Supervisor Experience
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Agent Nickname in Non-Responsive Auto Messages
Description Highlights include: - Dynamic Agent Nickname Support: Add agent nicknames to auto messages, making responses more personalized. - Customizable Drop-down for Dynamic Data: Easily select Agent Nickname as a variable in the message customization options. Related Links Click here to find out more about Smart…
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Consumer Non-Responsive - Smart Control with Automatic Messages
Description Smart Controls for Consumer Non-Responsive Auto Messages enhance our automated messaging capabilities by intelligently handling customer interactions. Brands can now configure multiple automatic messages for distinct customer touchpoints, allowing for specific messages tailored to each situation. Customize the…
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Transfer & Event Audit Trail - Self Serve
Description The 'Transfer & Event Audit Trail' feature has been improved to better support agent identification and conversation tracking. These enhancements ensure more precise and more comprehensive audit trails. Key Enhancements: Full Agent Names Displayed: The audit trail now includes agents' first and last names,…
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Salesforce Connector Updates
Description Salesforce Connector Enhancements Summary: LivePerson has introduced several new features and improvements to the Salesforce Connector, including: Custom Away States: Agents can now configure custom away states in the "Manager Workspace" in CCUI. Enhanced Logout Experience: Agents are automatically logged out…
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Read Receipts in Agent Workspace
Description Read Timestamp Visibility: Agents can now see the time a customer reads a message in the Agent Workspace. This goes beyond the current two blue ticks, offering more detailed insights for better decision-making during conversations. Enhanced Agent Control: This feature helps agents avoid prematurely closing…
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Navigation Bar Translation Updates
Description This release includes the following enhancements: Streamlining Access to Frequently Used Applications: Reducing the number of clicks required to access commonly used applications. Mitigating Accidental Hovering in the Navbar: Preventing unintended menu expansion caused by accidental hovering. What enhancements…
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Custom Predefined Content (PDC) for Messaging
Description Revolutionize your agent experience with Custom Predefined Content. This powerful addition empowers agents to create and store their personalized, predefined phrases, ensuring quick access to the best content. Key Features: Personalized PDC Storage: Agents can now create and save predefined content, tailoring…
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CoPilot: Summary Enhancements
Description LivePerson's Copilot Summary feature in our Agent Workspace enhances and improves efficiency and effectiveness of our agents. This functionality offers AI-generated summaries, empowering agents to swiftly catch up on both ongoing and historical conversations handled by bots or human agents. The summaries…
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Automated Conversation Summary
Description Brands using either the out-of-the-box paragraph style or structured style prompts will automatically benefit from these enhancements. If the brand has customized prompts, you can review the updates in the out-of-the-box prompts and make the necessary adjustments to your customized versions as needed. Language…
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CoPilot: Summary
Description LivePerson's Copilot Summary feature in our Agent Workspace enhances and improves efficiency and effectiveness of our agents. This functionality offers AI-generated summaries, empowering agents to swiftly catch up on both ongoing and historical conversations handled by bots or human agents. The summaries…