Updates include: Agent App, Static Load Balancing and Community Center!
➡️ 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 App
Enhancements
Single Sign-On (SSO) Integration
- Improved authentication experience with seamless Auth0/SSO support.
- Enhanced security and reduced login friction for agents.
Secure Forms Implementation
- Added support for secure forms to ensure safe data collection.
- Improved compliance with data protection regulations.
data:image/svg+xml;charset=utf-8,%3Csvg height='888' width='432' xmlns='http://www.w3.org/2000/svg' version='1.1'%3E%3C/svg%3E
Fixes
We resolved an issue causing login and logout failures. Addressed minor UI inconsistencies for a smoother agent experience as well as performance improvements and general stability fixes.
Enhanced Static Load Balancing for Smarter Conversation Routing
Enhancements
Enhanced Static Load Balancing for Smarter Conversation Routing
We’re excited to introduce key enhancements to Static Load Balancing, making it easier for brands to manage how messaging conversations are distributed among different agent groups. These updates ensure conversations are assigned correctly, even when transferred, preventing misrouting and improving operational efficiency.
Capabilities
Configure Routing After Transfers
- Previously, if a conversation was initially assigned using Static Load Balancing, it remained tied to that agent group—even after transferring to a skill that didn’t use load balancing.
- Now, brand can configure, when a conversation is transferred, it will be reassigned based on the new skill’s routing rules, ensuring it reaches the right agent group.
Expanded Load Balancing Coverage
- Before, Static Load Balancing only applied to the first assignment and didn’t carry over when conversations were transferred.
- With this update, load balancing logic is now applied more consistently, even for transferred conversations.
Key Benefits
- More Accurate Routing – Conversations are assigned based on the most up-to-date skill, preventing misrouting.
- Better Vendor and Team Management – Ensures brands can maintain contractually required load distribution, even after conversation transfers.
- Operational Efficiency – Reduces manual interventions and ensures agents receive conversations they are best suited to handle.
How to Enable This Feature
To enable these enhancements for your brand, please contact your LivePerson Account Manager
Please refer the link to get more details about static load balancing.
Community Site
Features
Introducing the LivePerson Community Center: https://community.liveperson.com/
The Community Site is a comprehensive resource hub designed to support customers in achieving conversational maturity. It offers a structured framework, the Conversational Growth Paths, to help businesses build and scale their digital engagement strategies. The center provides access to best practices, innovation updates, self-assessment tools, industry user groups, and peer benchmarking. It serves as a continuous source of support, connecting users to valuable resources and a community of practitioners.
On March 21st, we’ll be transitioning from the Knowledge Center to the Community Site and within this new site you will be able to access the Knowledge Center. The setup and content structure of articles will remain the same, but you’ll notice improved connectivity and a better overall user experience as everything will be under one roof.
