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

Enhanced agent workspace for messaging

Type: enhancement

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 Yes

The enhanced workspace simplifies agent operations to dramatically increase agent focus and efficiency. It was designed to handle multiple channels of conversation at scale asynchronously, taking into account all of the features that were developed especially for messaging.

For details, see full user guide.

See Enhanced Agent Workspace - New Experiences for more details

This enhancement is available to all Messaging customers.

How to enable

Configuration guide

Limitations

Brands with blended accounts, or those that offer both live chat and messaging, may need to make adjustments to their operations. For more information, please consult the blended accounts overview.

Agent Survey is currently not supported. It will be added in Q1 2020.

For more information please visit Enhanced Agent Workspace - New Experiences

Screenshots

Manager workspace

Type: enhancement

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

The manager workspaces is a new built-in, specialized workspace dedicated to the success of agent managers. The manager workspace is the new landing page for messaging agent managers that provides a centralized location for the data and agent information needed to manage a shift. It was designed for messaging only. It includes only messaging data and messaging agents' performance (chat data, agents and KPI’s are not included).

This new dashboard will boost the agent manager or team manager performance by:

  • Offering a quick and comprehensive view of the ‘state of your shift’ in real time
  • Giving you the ability to drill down and understand causes for tracked metrics
  • Helping you react to situations in real time and prevent growing issues

Managers will also be able to actively supervise key metrics like:

  • Queue length
  • CSAT levels
  • Agent utilization and efficiency

    For detailed explanations regarding configuration options, data presented and use cases, please visit our knowledge center:

Introduction

User guide

Use cases

Screenshots

Type: enhancement

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 Yes

The navigation bar is now located on the left side of the screen.
Each tab is represented by a new icon, as follows:


In addition, the agent status menu can now be found in the bottom left of the sidebar (previously appeared on the top right corner of the screen).

Logout operation from LiveEngage is now available in the agent status menu.

Connection panel beautification

Type: enhancement

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 Yes

The Connection Panel provides support to users in LiveEngage and has been updated to match the new design for LiveEngage. With the Connection Panel users can quickly link to the Knowledge Center, which provides a rich, up-to-date library of product documentation and customer support content. The Connection Panel also offers the ability to create tickets and track tickets with support, as well as access to live chat with technical support and sales. This enhancement is available to all customers.

Dependencies

  • LE UI 11.0
  • Participation in EA program

Screenshots

Redirect Administrator to Launchpad if installed

Type: new feature

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

Available to all customers? Available to Admin Role users on accounts that take part in the Early adopters program.

Launchpad is the new landing page for account administrators after sign in.

With Launchpad, account administrators can access all products such as applications, tools and websites of the LivePerson ecosystem. The Launchpad will display products as clickable tiles. Once an administrator clicks on a product tile, the product itself opens in a new browser tab. The goal of the Launchpad is to support easy product access, visibility and discoverability of the extensive capabilities that administrators have in the LivePerson ecosystem.

Dependencies

  • LE UI 11.0
  • Participation in EA program

Limitations

  • In this version, admins will see all services without differentiation of services that are/aren't enabled on the account.
  • Admins will not be able to enable services that are not enabled from the Launchpad
  • Services Owners are responsible for the navigation experience if a user attempting to access their service does not have the service enabled on the account.

Screenshots

Static load balancing per skill for messaging

Type: new 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 Yes

Messaging load distribution is a routing capability that allows brands to define how would the messaging load gets distributed between different agent groups. This kind of capability is a necessity for brands that outsource their messaging operations and must meet clear contractual obligations as to which vendor handles which percentage of the total brand messaging traffic. It allows the brand to define that a specific agent group is correlated with a specific vendor and define, per skill, the way that the load will be distributed between the agent groups.

This feature is available to all customers. It is already available for Chat and now also available for Messaging)

How to enable

Contact your LivePerson account manager to enable

Configuring a load balancing per a specific skill is then made available through the Skills settings screen in LiveEngage. The account must have at least 2 agent groups in order for the feature to become visible in the UI.

Dependencies

  • AC-users 5.3
  • UMS 3.22
  • LE-UI 10.12

This feature cannot be defined to work for both Messaging and Chat load balancing per a single skill.

Limitations

  • When an agent resumes a conversation, it will be handled by that agent. However, if the agent transfers the conversation it could be transferred to a group that is different from the resuming agent’s group. There is a planned fix for this in the next release (UMS 3.23).
  • The report for load balancing in the Report Builder currently has a bug calculating the total number of closed conversations per group, the data is not showing as expected. For a workaround, please contact Itamar Chazanovitz. There is a planned fix for this in the next Report Builder release (October 19th).

Screenshot

MTLS Gateway with integration to Webhooks

Type: new feature

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

MTLS is a more secured TLS connection, allowing services to use mutual authentication (Back and Forth). The MTLS gateway is our way to provide a more secure connection, aligned to industry standards while keeping the existing stability and responsiveness we are used to.

The MTLS Gateway is also a service for managing certificate over supported LiveEngage Apps (WebHooks and IDP). Using this Self-Serve API is allowing our customers to use this service easily, including uploading the certificate, Update and delete the certificate, Create the mapping per URL, etc'.

Integrating the mTLS Gateway to the existing WebHooks notifications, allowing us to send WebHooks notifications from LiveEngage.

Which services and features are currently supported over MTLS?

Currently, two features are supported by mTLS :

  • WebHooks
  • Consumer Authentication

The first integration over MTLS Gateway with Verizon has already been completed allowing them to use MTLS for WebHooks from now on.

After developing and exposing the new mTLS service, we can proceed with our plans to make this service accessible by providing a new dedicated Self-Service UI for MTLS management, including creating and downloading the CSR, uploading the certificate and mapping of URLs.

For more information on MTLS please visit our confluence page

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