These release notes include new features arriving October 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.

Agents Performance Widget - Transfer Rate Metric

Type: Enhancement [Manager Workspace]

Description

The Manager Workspace agent widget was enhanced with a new metric which is now available to agent managers: Transfer Rate. The transfer rate metric represents the number of transfer conversations (to agent or skill) out of the total concluded conversations. Concluded = all transfer types (including B2Q and Takeover) + closed.

Availability

Brands using the manager workspace.

Enablement

The metrics are ‘on’ by default and will be automatically added to the widget. If the user wishes to remove/disable the feature, they can do so from the Widgets Personalization area.

Limitations

The column is not scrollable or filterable in this release.

Activity Summary Widget - Resolution Time Metric

Type: Enhancement [Manager Workspace]

Description

The Manager Workspace queue summary widget has a new additional metric which is now available to agent managers: Resolution Time. The metric represents the average handling time of closed conversations in the selected timeframe. Handling time is counted for assigned conversations from the conversation start time.

Availability

Brands using the manager workspace.

Enablement

The metrics are ‘on’ by default and will be automatically added to the widget. If the user wishes to remove/disable this feature, they can do so from the Widgets Personalization area.

Limitations

The column is not scrollable or filterable in this release.

Conversations Widget - Closed By Metric

Type: Enhancement [Manager Workspace]

Description

The Manager Workspace conversations widget was extended with a new metric which is now available for closed conversations: Closed by metric. The metric indicates by whom/what each conversation was closed: Consumer, Agent, Timeout, System.

Availability

Brands using the manager workspace.

Enablement

The metric is ‘on’ by default and will be automatically added to the widget. If the user wishes to remove/disable the metric, they can do so from the Widgets Personalization area.

Limitations

The column is not scrollable or filterable in this version.

Conversations/Bots/Skills Widgets - Select Number of Items Per Page

Type: Enhancement [Manager Workspace]

Description

In order to align with the ‘Agent Performance’ widget, the Manager Workspace conversations, skills and bot performance widgets were extended with the ability to decide how many conversations will appear in each page of the widget: 10, 25 or 50 conversations per page.

Availability

Brands using the manager workspace.

Enablement

This functionality is on by default and cannot be removed.

Limitations

The column is not scrollable or filterable in this version.

Queue Summary Widget - Skills List Update

Type: Enhancement [Manager Workspace]

Description

Until today, the Queue Summary Widget showed all skills, even if there were no agents connected to it and 0 conversations in queue. In addition, there was no paging in this widget, but rather a long scrollable list. The Manager Workspace queue summary widget will now present only skills with the following conditions:

  • There are existing conversations in the queue (queue size>0)
    OR
  • There are agents assigned to the skills that are logged in In addition to the above, the widget will now include paging.

Availability

Brands using the manager workspace.

Enablement

This functionality is on by default and cannot be removed.

Cosmetic Updates

Type: Enhancement [Manager Workspace]

Description

The Manager Workspace activity summary widget now supports another metric and therefore when choosing to enable all metrics, the structure of the tiles is reactive to the number of metrics. In addition, some of the icons were updated with new ones, and their location has moved next to the metric name.

Availability

Brands using the manager workspace.

Status Duration Alert Update

Type: Fix [Manager Workspace]

Description

Fixed an issue where if a client had Away Reasons configured on their account - the status duration alert wasn’t working as intended in some cases. This issue is now resolved.

Availability

Brands using the manager workspace.

WhatsApp Self-Service Onboarding

Type: New Feature [WhatsApp Self-Service Onboarding]

Channels:

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

Description

WhatsApp Self-Service Onboarding gives brands the ability to connect WhatsApp with the Conversational Cloud in a matter of minutes. Follow the intuitive steps which guide you through the configuration of a brand’s Facebook Business account, WhatsApp Business account and WhatsApp phone number. The user interface also includes self-service of WhatsApp profiles, self-service of other settings and a QR code for testing WhatsApp messages end-to-end.

Availability

Available to all brands, excluding free trial accounts.

Enablement

See the WhatsApp Quick Start guide for instructions on how to onboard a number onto WhatsApp. This feature is not available on trial accounts because of the charges associated with WhatsApp messaging.

Limitations

It must be possible to receive a call or an SMS on the device in question so that WhatsApp can verify ownership of the number. In other scenarios, the previous onboarding flow is still available, during which documented proof of number ownership can be used.

Add support for Viber Connector

Type: Enhancement [Enhanced Agent Workspace]

Description

The Viber connector has been added to the Data Sources screen. Brands can now enable and configure the Viber connector via this screen.

Availability

All brands.

Support for FB dark posts and FB Social Widget design update

Type: Enhancement [Social Messaging]

Channels: Web messaging.

Description

Facebook dark posts
Dark posts are targeted ads on Facebook that do not appear on the Brand’s page. To give even more context to the agent about what kind of post the comment is coming from, dark posts will have specific metadata to signify this difference from regular posts.

Facebook widget design
A new design update to the Facebook Widget will allow Agents to see a specific selected comment under the parent post. Clicking on this comment will direct the agent to the comment on the native platform where it will appear highlighted.

Availability

All brands.

Twitter selects wrong handle after switching conversation

Type: Fix [Social Messaging]

Channels: Web messaging.

Description

When more than one Twitter Conversation was opened in the Enhanced Agent Workspace and the option with multiple twitter account handles was enabled, the Twitter account handle dropdown could be misleadingly selected. This issue has since been resolved.

Availability

All brands.

Agent resumes conversation from web and is unable to find "co-browse" icon

Type: Fix [Enhanced Agent Workspace]

Channels:

Web Messaging Mobile App Messaging SMS Facebook ABC Line Google My Business WhatsApp Business Chat
Yes Yes Yes Yes Yes Yes Yes Yes No

Description

Fixed an issue where the agent would close and then resume a conversation but wouldn’t be able to find the “Co-browse” icon. The icon will now display as expected.

Availability

All brands.

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