Updates include: Transfer Conversation by Agent, Report 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 Workspace
Transfer Conversation by Agent
We are excited to announce the addition of pagination and search functionalities to the Transfer Conversation tab for our agents! This enhancement significantly improves your experience by reducing scrolling and streamlining access to transfer options.
Key Enhancements
- Pagination Added: The Transfer tab now includes pagination controls, allowing agents to navigate through a large number of transfer options efficiently.
- Search Capability: Agents can now use a search bar to find specific agents in transfer options, enhancing ease of use and reducing time spent finding relevant items.
- Improved Performance: With pagination and search, the Transfer tab operates more smoothly, providing quicker access to desired information.
Benefits
- Enhanced User Experience: Agents can easily locate and select transfer options without scrolling through lengthy lists.
- Increased Efficiency: Quick access and search capability streamline workflows, reducing response time during customer interactions.
- Improved Performance: Pagination ensures agents can manage transfer options effectively and without lag, even when dealing with many choices.
Report Center
New features
Export to PDF
We’ve expanded our export options! In addition to CSV export, users can now export charts and reports to PDF format.
The Export to PDF feature allows users to select specific charts from a report and generate a PDF file. Users can export up to 15 charts per PDF.
How to Access
The Export to PDF option is available under the ellipsis (three dots) menu.
Export Settings
When selected, a settings window will appear with the following options:
- Charts to Include – A dropdown menu listing all available charts in the report. Users can select which charts to export.
- Charts per Page – Users can choose how many charts to include per page, from 1 to 6.
- Paper Size – Select the desired paper size for the PDF.
- Orientation – Choose between portrait and landscape layout.
Export a Single Chart to PDF
Users can now export individual charts to PDF with a dedicated export option.
How to Export
- The PDF Export option is available in the top-right corner of each chart, under the plus (+) icon.
- Clicking on this option will generate a PDF file containing the selected chart.
PDF Format & Details
- Header – The Dashboard Title appears in the upper left, and the Chart Title in the upper right for easy identification.
- Chart Display – The chart is exported on a single page, maintaining its original design, including colors, labels, legends, and axes, ensuring it looks exactly as it does on-screen.
Filter Summary – A separate page includes a summary of applied filters, providing context for the exported data.
Export Table Chart to PDF
Users can now export table charts to PDF with a dedicated export option.
How to Export
- The PDF Export option is available in the top-right corner of each table chart, under the plus (+) icon.
- Clicking on this option will generate a PDF file containing the selected table chart.
PDF Formatting
- Column Handling – If a table has more than 7 columns (including dimension columns), it will be printed across two pages.
- Dimension Columns – When a table spans multiple pages, dimension columns will be repeated on both pages to maintain readability.
- Filter Summary – A separate page will include a summary of applied filters, providing context for the exported data.
Enhanced Measures and Dimensions Search Feature
The current selection process for measures and dimensions in the Report Center lacks visibility and is primarily designed for filtering. To improve usability, we are introducing a more intuitive selection process with an expanded view.
New Features & Improvements
- Search Icon Integration
- A search icon will be added next to each section in the dimension and measure selection area.
- Clicking the icon will open an enhanced selection window with a clearer, user-friendly interface.
- Search Field with Real-Time Results
- A search field at the top of the window will allow users to search by name or description.
- Results will appear in real time as users type, making it faster to find relevant metrics and dimensions.
- Clear Definition Display
- Each measure or dimension will include an overlay with its definition, helping users make informed selections.
Selection Confirmation
- Selected measures and dimensions will appear in a selection field (button field).
- Users must click "Save" to confirm their selections.
Enhancements
Exports only customized columns in conversation search CSV export - Currently, when users export the Conversation List table from the Report Center, the export includes all dimensions and measurements, regardless of the selections made in the UI.
With this update, only the columns shown in the table in the UI will appear in the exported CSV file. These columns can be changed by using the "Customize Columns" feature, making the export process more customized and efficient
Adds phone type text in Transcript Viewer - This update adds the customer's phone type to the Transcript Viewer in the Report Center. The phone type will now be displayed under the contact information, providing additional context for each interaction.
