Week of March 30
New Workforce Management metrics & APIs
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.
V2 - Update the structure to return flat responses
Part of v2 of the agent activity API - in this new version, the records will be returned in a flat response and not grouped by the agents. The purpose of this change is to avoid any data loss that can occur in v1, in case of excessive state changes by the agents.
Pagination URLs and results
Updated the pagination behavior and added links to the retrieval first, last, previous, and next pages to the API response. This change is beneficial to schedule jobs that pull data from the API.
Update behavior for non-away states
Updated the API response and return the statusReasonId and statusReasonText elements only for “Away” states. These two elements describe the custom “Away” state and are not relevant to other states.
Reduce logout event sequence by 1
Updated the logout event sequence to make the sequence number subsequential (previously, the logout event’s sequence number is not subsequent to the previous event’s sequence number).
New Actual Handle Time API:
Actual Handle Time metric tracks events within the agent workspace. The metric is based on events within the agent workspace to give the most accurate view of handle time effort at an individual segment level. In essence, it tracks the time from when an agent has a conversation selected on the screen that is awaiting their response.
Net Handle Time (NHT) is a metric produced by a heuristic calculation, which is designed to provide an approximation of the average human agent effort time to service a single consumer interaction (agent segment), across a given skill, in a one-hour interval.
NHT will provide a proxy for the voice metric of ‘Average Handle Time’ for the purposes of forecasting the number of human agents required to handle the received volume on a skill in the selected period.
A quick update on PII masking
Just a quick note to inform you that we’ve updated Intent Manager so that it never masks the word “Zelle” or “zelle” as Personally Identifiable Information (PII).