These release notes include new features arriving to LiveEngage during April 2020. 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 Survey Reporting

Type: Enhancement (Report Builder 4.4)

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 ‘Survey dashboard for Messaging’ was enhanced to allow brands to analyze the results of the new agent survey for messaging.

The report will show data at the brand and agent and skills levels.

  1. Survey level - allowing to analyze and optimize the configuration of the survey
    • Are the surveys being submitted or skipped\ timed out?
    • Are there surveys that are submitted partially?
  2. Question level - allowing to analyze and optimize the configuration of the questions
    • Did agents answer\skip specific questions?
    • Should the wording of the question be improved to increase answer rate?
    • Should the order of the questions be changed?
  3. Answers distribution - allowing to review the survey results
    • Which answer was submitted?
    • How many times is each answer given?

Manual SLA KPIs

Type: New functionality (Report Builder 4.4)

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

‘Messaging Performance Dashboard’ has been enhanced to include 2 additional KPIs for Agent operational analysis:

Avg Manual SLA time - Average of the time ([mm]:ss) set by agents when performing manual SLA during messaging conversation. No. of manual SLA actions performed - Number of manual SLA actions performed by an agent during messaging conversation.

The additional KPIs are provided by agents\ skills\ brand.

New Subscription option for week days, easy to use list of subscriptions

Type: Enhancement (Report Builder 4.4)

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

Adding another option for subscription, week days only ( Mon - Fri) and enhancing the list of schedules to start with the region first to allow easy selection of the relevant required subscription option.

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