These release notes include new features arriving May 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.

Management Console

Type: New functionality

The Management Console is a tool that enables brand admins and CSMs to explore, configure and enable platform capabilities in a self-serve manner. These capabilities can be features (Turn on/off and configure feature’s settings), or tools, like the Conversation builder, for example, which is where users manage and build bots. The Management Console is a new module within the Conversational Cloud, exposed only to roles with the relevant permissions. Brands can see all the features that are exposed in the Management Console, but they can activate only the features that are within their business plan, as other features will appear as “Discovery - Only” features, meaning they can read about this feature, but can’t activate it. Some of the features are also flagged as features that are self-served only for CSMs.

The user will be able to search and find the features they are interested in, use predefined popular tags to assist them in finding relevant features, or to locate features using the categories list, which allows the user to explore more of the offerings from LivePerson, in a more marketable way.

When the user finds a relevant feature for them, they will be able to access this feature’s page and do the following: read a short and long description about the feature, see media such as images and videos about the feature, visit the feature’s Knowledge Center article, and most importantly, activate the feature and configure it without needing to reach out to a LivePerson representative. An additional capability of the Management Console is to expose tools such as the Conversation Builder, Agent Assist, and many more, which will allow the user to navigate directly to this tool, from the Management Console.

Note: The Management Console is currently available to early adopters. For more information, please contact your LivePerson representative.

Click here to learn more about the Management Console.

[Analytics Builder 4.10] Bot Performance Dashboard Phase 2

Type: Enhancement

Channel: All messaging channels Available to all customers? Y (Analytics Builder enabled)

The new Bot Performance Dashboard will be enhanced to allow brands to review and analyze their Bot Performance in messaging over time for bots designed and managed by Conversation Builder.

[Analytics Builder] Transfer analysis in the Performance Messaging Dashboard. [DELAYED]

Type: Enhancement

Channel: All messaging channels Available to all customers? Y (Analytics Builder enabled)

Due to the effect of this feature on dashboard loading times, a rollback was performed for this feature only. The feature will be redeployed later this quarter

The ‘Performance Dashboard for Messaging’ was enhanced to include skill and Agent transfer analysis. Agent and skill segments reporting was enhanced to include the skill destination in transfer, this will allow to analyze the transfer conversation volume alongside performance over transferred conversation( agent and skill level), metrics such as interactiveness, abandonments and wait times. New attributes ‘TRANSFER TO SKILL (AGENT LEVEL)’ and ‘TRANSFER TO SKILL (BRAND LEVEL)’ were added to the dashboard.

Brand Level Data: Skill Segments Data

Brand Level Data: Skill Transfer Analysis

Agent Level Data :Agent Level Data

[Analytics Builder] Expose key metrics Numerator and Nominator to the hidden field

Type: Enhancement

Available to all customers? Y (Analytics Builder enabled) Channel: All messaging channels

The Performance Dashboard for Messaging was enhanced to expose the numerator and nominator of wait time fields, so brands can calculate the wait time in a more accurate way, knowing the numerator and denominators and not only the final average results.

The metrics will be exposed as hidden fields, which LivePerson CSMs or brands with customization features can unhide and use in the dashboard. Exposed metrics: For metric AVG. WAIT TIME FOR FIRST HUMAN AGENT RESPONSE ( = FIRST HUMAN MESSAGE DUR DAYS/ TOTAL NO OF FIRST HUMAN MESSAGE DUR DAYS) For metric AVG. TIME TO FIRST RESPONSE FROM AGENT ASSIGNMENT ( - NullToZero(([FIRST RESPONSE FROM AGENT ASSIGNMENT] / [TOTAL NO OF FIRST RESPONSE FROM AGENT ASSIGNMENT]))

[Analytics Builder] Customer Type and Customer Status attributes were added to the Messaging Performance Dashboard.

Type: Enhancement

Available to all customers? Y (Analytics Builder enabled) Channel: All messaging channels

The Performance Dashboard for Messaging was enhanced to include Customer type and Customer status attributes reported by the Brand in Customer Info Engagement attributes. The new attributes will allow ‘Closed Conversations’, ‘RCR’ as well as other metrics from Agent Messaging Activity, Consumer Messaging Activity, Agent Segment Conversation, Skill Segment Conversation and Repeat contact rate data sets by the new attributes.

[Analytics Builder] Reporting on Agents unassigned conversations in Agent Segments

Type: Enhancement

Available to all customers? Y (Analytics Builder enabled) Channel: All messaging channels

The Performance Dashboard for Messaging was enhanced to include a new end reason for Agents unassigned conversations. With the new end reason a brand can analyze the number of conversions where agent was unassigned, per Agent and hour.

Tags: