These release notes include new features arriving to LiveEngage during May 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.

Messaging agent segments

Type: Enhancement

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

As part of the Messaging Operational API, a new method will be introduced to allow retrieval of operational data on the efficiency of agents.

This method returns data on metrics which are calculated for each agent separately. The logic behind these metrics is based on segments of Messaging conversations, since one conversation can potentially go through many different agents in its lifetime.

An agent-segment begins when an agent is assigned to a messaging conversation and once the agent changes (for example, the conversation has been transferred or closed) the segment ends. A segment of a conversation is determined based on the agent assigned to it.

A single conversation may include more than one segment for each participating agent. This happens when the conversation is transferred to another agent and back to the original agent, for example.

Aggregation levels - the data can be retrieved per agent, group and skill.

Filters - the data can be filtered by:

  • User type - human or bot
  • Source - Web, Facebook, SMS etc
  • Response metrics - as default, all metrics are returned in the response. The response can also be filtered to return specific metrics.

Metrics

Total Agent Conversation Segments

The number of times conversations were assigned to an agent. A conversation may be assigned more than once to a given agent.

Avg. Agent Responses in Agent Segment

Average number of responses provided by agent during an agent-segment

Avg. Agent Segment Duration

Average duration of an agent-segment. Measured from the time the conversation was assigned to the agent until it was closed or transferred. Attributed to the assigned agent, group and skill.

Interactive Agent Segments

The number of agent-segments which ended in a transfer to another agent or closed with at least one response from a consumer to an agent’s message. Measured from the first message sent by an agent in a new agent-segment.

Agent Segments Abandoned By Consumers

The number of conversations closed by a consumer which included no agent message. Measured during the last agent-segment of the conversation, and is unaffected by the agent activity from previous segments. Attributed to the last agent assigned to the conversation.

Agent Segments With Non Responsive eConsumers

The number of agent-segments which where closed with no response from the consumer to an agent’s message.

Agent Segments With Non Responsive Agents

The number of agent-segments which ended in a transfer to another skill or closed by an agent or system (“auto close”), with no message from an agent.

Avg. Time to First Agent Message from Agent Assignment

The time on average taken by an agent to respond to a consumer from the time the agent is assigned to the conversation. Calculated only for the first agent message sent in a new conversation or after transfer.

Avg. Time to First Agent Message from Agent Assignment - after Transfer

The time on average taken by an agent to respond to a consumer from the time the agent is assigned to the conversation. Calculated only for the first agent message sent after the conversation was transferred.

Avg. Time to First Agent Message from Agent Assignment -New Conversation

The time on average taken by an agent to respond to a consumer from the time the agent is assigned to the conversation. Calculated only for the first agent message sent after the conversation started.

Avg. Time to Response From Agent Assignment

The time on average taken by an agent to respond to consumer message from the time the agent is assigned to the conversation.

Support for TLS 1.2

Type: New functionality

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

LivePerson is deprecating support for old TLS versions 1.0 and 1.1 for all our services. In this version, we are enabling support for TLS 1.2 and removing support for TLS 1.0 and TLS 1.1.