Updates: Agent Workspace Performance Enhancements
➡️ 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.
Page Size Reduction - Agent Workspace
We are excited to announce a significant update aimed at optimizing the performance and efficiency of the Agent Workspace. As part of our ongoing efforts to enhance agent productivity, we are introducing changes that will reduce the default number of messages loaded per conversation from 300 to 50. This reduction is designed to improve load times, system responsiveness, and memory usage.
With the addition of Infinite Scrolling, agents will no longer need to retrieve older messages manually. Instead, messages will load seamlessly as they scroll through the conversation history, streamlining the agent experience and improving efficiency across all brands.
Highlights
- Performance Optimization: Reducing the number of messages loaded from 300 to 50 will result in faster load times and improved platform responsiveness.
- Infinite Scrolling: Automatically loads older messages as agents scroll through conversation history, eliminating the need for manual "Show More" actions.
- Memory Usage: The reduced load size will decrease memory consumption, ensuring smoother operation, particularly in slow environments.
- Customization: Brands have the option to reduce the message load to as low as 30 for additional performance gains. The default is set to 50, with a configurable range between 30 and 300 messages.
Enablement
This feature will be enabled by default for all brands.
Self-Service Activation
We have added a self-service activation option to further empower brands and provide flexibility in managing this feature. Now, brands can use the 'Configure Conversation Page Size' feature at their convenience. The size can be set to a minimum of 30 to 300. The recommendation is 50 for the optimal experience.
Activation Process
- Log in to the Management Console.
- Search for "Agent Workspace"
- Toggle the "Conversation Page Size"
- Press "Save" and confirm your decision.
Chat Workspace to be renamed to "Web Visitors" for non-chat accounts
As part of ongoing improvements, the Chat Workspace will be renamed to "Web Visitors" for accounts that are not actively using chat.
Highlights
For Messaging accounts and accounts that haven’t used chat in the past 30 days:
- The Agent Workspace for Chat will be removed from the navigation bar.
- A new Web Visitors module will be shown instead.
- Agents and Web History tabs will no longer be available.
- An alternative to Agents will be accessible in the Manager Workspace
Replacement of functionality
For customers using the Chat Workspace to track agent availability, there is an option to grant agents a unique permission that provides them with limited access to the Manager Workspace.
Enablement
- Brands can enable this by navigating to Management Console > Agent Manager View For Agents and clicking Activate.
- Alternatively, the feature flag Messaging.AgentViewForAgentsInMWS AC can be enabled.
- The permission "View list of agents in the group" can be assigned via the agent’s profile in the User Management area.
Manager Workspace Unique View for Agents
Current View:
Manager Workspace Unique View for Agents:
Salesforce Widget fixes
- Widget: Text area Fields Now Render Correctly in Widget
Previously, Salesforce text area fields (e.g., Contact Description) displayed as single-line inputs in the widget UI. These fields now render as multi-line text areas as expected. - Widget: Reference Fields Now Show Labels Instead of IDs
Previously, reference-type fields displayed only the Salesforce ID instead of the label, confusing users. Now, these fields correctly display the label of the referenced object. - Widget: Lookup Dropdowns Now Editable
Previously, lookup fields displayed as static dropdowns, making it difficult to manage many records. Now, lookup dropdowns are editable for easier searching and selection. - Widget: Text area Formatting Now Preserved
Previously, formatting like line breaks was lost in textarea fields when viewing details. Formatting is now retained for improved readability in customer and case details. - Configuration Wizard: Selections Now Close on Outside Click
Previously, dropdown selections in the configuration screens stayed open even after clicking outside, leading to overlapping options. Now, selections close properly when clicking outside. - Configuration Wizard: “Save & Exit” Button Now Functional
Previously, the Save & Exit buttons in the Salesforce widget setup wizard stepper did not work. These buttons now properly save progress and close the wizard as expected. - Configuration Wizard: Widget Setup Modal Now Retains Connection Data: Previously, closing and reopening the Salesforce widget setup wizard caused connection data to be lost, making it seem like the connection was removed. This has been fixed; connection data now persists across modal sessions.
- Configuration Wizard: Auth Type Change Now Keeps Connection DataPreviously, changing the auth type in the setup wizard unnecessarily disabled the Next button, requiring users to reenter all data. Now, the Next button stays enabled, allowing users to update the auth type without re-entering all fields.