These release notes include new features arriving July 2021. 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.

Next Best Conversation: Personalization Taglet v1.1

Type: Enhancement [Unified Window Version 10.10]

Channel: Web Messaging

Available to all customers?: Y

As part of Next Best Conversation, custom Quick Replies can be delivered by the personalization taglet. Along with custom text within the engagement and first message, it is now possible to have a custom set of quick replies shown to the consumer to increase active conversations started from an NBC engagement.

Maven Pay Integration - Small Checkout

Type: Enhancement [Unified Window Version 10.10]

Channel: Web Messaging

Available to all customers?: Only those in Maven Pay Early Access program

Maven Pay invitations and forms are now supported in web messaging. With this feature, brands utilizing Maven Pay can now collect payment through web messaging.

UI Thresholds and Alerts in Manager Workspace

Type: New functionality [Manager Workspace 2.0]

Available to all customers? Brands using the manager workspace and have the ‘alerts’ feature on.

Agent Managers will now be able to set thresholds for various metrics. Once a threshold is reached, an alert will be triggered on the screen and the metric will be highlighted in red.

In this phase, each account manager define their own thresholds. This can be controlled by enabling or disabling the relevant permission under the Agent Manager profile.

Alerts available

  1. Queue Summary:
    • Number of in queue conversations (per skill)
    • Wait time (per skill)

  1. Activity Summary:
    • CSAT
    • Assigned/Overdue
    • Load/Online load
    • Closed
    • First response time

  1. Workforce Management (Agents Widget):
    • Online Agents Rate - Will allow the manager the ability to define the threshold of %of online agents out of logged-in agents
    • Status duration - Including away reason

Alerts history screenshot:

Notifications column screenshot:

Limitations:

  • Alerts are currently available in the UI only. The user must be logged in in order to view and configure thresholds
  • Agents widget: Alerts will be triggered only for the agents seen in the page. For example: If you have 50 agents per page, and 60 agents logged in, you will only be able to see the alerts for the first 50 agents. If you wish to check the rest, you will need to navigate to the second page of the agents. We plan on enhancing this functionality in future versions.

Collapse/Expand Widgets in Manager Workspace

Type: New functionality [Manager Workspace 2.0]

Available to brands using the manager workspace

The Manager Workspace will now support the ability to collapse/expand each widget. This will allow agent managers to focus on the widgets they need, as well as have more available real estate for their used widgets.

Widget Tabs in Manager Workspace

Type: New functionality [Manager Workspace 2.0]

Available to brands using the manager workspace and have the tabs feature enabled

The Manager Workspace supports tabs that allow user to view various widgets in a full page view. Each widget the Agent Manager has permissions to view will also appear as a separate tab. Each agent manager will see only tabs for widgets which they have permissions to view. For example, if an agent manager has no permissions to view the ‘Skills’ widget, he/she will not see the ‘skills’ tab either. The tabs will include all the widgets capabilities, including alerts, except for collapse/expand, which is not supported in the tab view.

Agents Widget - Rows Count Selection

Type: New functionality [Manager Workspace 2.0]

Available to brands using the manager workspace

The Manager Workspace ‘Agents’ widget will now support the ability to choose how many rows the widget will show. The user can select between 10, 25 and 50 rows.

Bots Widget - Permission

Type: Feature enhancement [Manager Workspace 2.0]

Available to all brands using the manager workspace and have the Bots widget feature on

Today, the Manager Workspace ‘Bots’ widget will appear to all Agent Manager users on an account, as long as the bots is on. We’ve added the ability to enable/disable this functionality per user, by using the Agent Manager profile permissions.

If you would like for an Agent Manager not to be able to see the ‘bots’ widget, you will need to disable the permission in the relevant profile.

Tags: