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Contact center management

    • Managing a contact center that messages
    • Routing logic overview
    • Agent survey for messaging
    • Configuring response times
    • Fallback configuration per skill
    • Static load balancing
    • Private Messages overview
      • Automatic messages overview
      • Automatic messages configuration
      • Automatic Conversation Distribution
      • Queue prioritization overview
      • Queue backlog management
    • Transfer to agent
    • Automatically unassign conversations from agents
    • Auto close for messaging conversations
      • Dynamic Capacity overview
      • Dynamic Capacity per skill
      • Capacity management for manual SLA
    • Preparing agents to start a shift
    • Shift scheduler configuration guide
    • Working hours management best practices
    • Benchmarks to measure messaging success
    • Queue prioritization for live chat
    • Moving from chat to messaging
    • Automatic Conversation Distribution
    • Automatic messages
    • Agent groups workload distribution
    • Managing maximum wait times
    • Wrap-up time
    • Understanding the reason a chat ends
    • Surveys with live chat
    • Campaigns overview
    • Campaign goals
    • Target audience
    • Time frame
    • Creating buttons and banners
    • Engagement window
    • Entry point
    • Behavioral targeting
    • Managing campaigns
    • Campaign settings
    • Campaign dashboard and data bar
  • Rollover overview

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