These release notes include new features arriving to LiveEngage during August 2019. Exact delivery dates may vary, and brands may therefore not have immediate access to all features on the date of publication.

Please contact your LivePerson account team for the exact dates on which you will have access to the features.

The timing and scope of these features or functionalities remain at the sole discretion of LivePerson and are subject to change.

Agent-group pre filter

Type: Feature

Web Messaging Mobile App Messaging Twilio Facebook Messenger ABC Line Google RCS Google My Business WhatsApp Business CM WeChat Chat
Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No

Prefilter the open connections list by agent group, allowing agent managers to only see conversations of agent groups they manage instead of all agents.

This feature needs to be enabled internally by LivePerson

The scope is limited to the following user profiles:

Agent Manager:

LiveEngage - Open Connections Tab: Agent group pre-filtered conversations including queued conversations

Data bar: Stats only on agent group pre-filtered conversations

Notifications (for updates after initial subsc. call): Notification sent for new conversations, or updates to existing conversations that are assigned to agents in the agent manager groups. These conversations will become visible in LE.

Users can apply a filter on agent-groups through LiveEngage UI.

Agent with view permission enabled

Open Connections Tab: all conversations from the agent’s group including queued conversations

Data Bar: matches with open connection conversation data on the initial request

Administrator and Agent Manager:

Open Connections Tab: Agent group pre-filtered conversations including queued conversations

Data bar: Stats only on agent group pre filtered conversations

Notifications (for updates after initial subsc. call): Notification sent for new conversations, or updates to existing conversations that are assigned to agents in the agent manager groups will be visible in LiveEngage. Users can apply filter on agent-groups through LiveEngage UI.

Brands that have not enabled this feature, or users as Agents, Bots, Bot managers, Admins only or Campaign Managers will not see any difference from the previous version.

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