This document serves as a comprehensive guide to understanding and implementing the Queue Cleanup (QCU) Solution for brands at Liveperson. The QCU Solution aims to address the issue of unassigned conversations waiting in queues for prolonged periods, leading to inactive consumers and inefficiencies in resource utilization.
Problem:
When conversations remain unassigned in the queue for extended durations, consumers become inactive, affecting queue wait times and resource utilization. Additionally, when these conversations are eventually assigned to agents, inactive consumers result in unnecessary resource consumption as agents engage in communication efforts before closing the conversation.
Solution:
The proposed solution involves integrating with inactive conversations in the queue to actively engage with consumers. Messages are sent to consumers to prompt response, and if there's no response or interest, conversations are automatically closed or held from dispatching.
Prerequisites
1. Your brands production account identification number.
2. Create a bot user with the login Name: “QueueCleanBot”
To create a bot user:
Log into your brands conversation cloud account. The homepage appears.
Click Manage > Users & Skills. The Users & Skills page appears.
Click +Add user at the bottom of the page. The add user page appears.
Provide the required information, ensure that you provide the login name as QueueCleanBot. Click Save.
The user is added.
For reporting through MI API: Add two additional Users.
Repeat the steps listed above to create your user. Ensure that you use the below login names.
- QueueCleanBotConsumerNegativeResponse
- QueueCleanBotConsumerNoResponse
3. Ensure that the backend site settings are set as follows:
Conversation.hooks.max.ws.clients.per.brand - 5Conversation.hooks.brand.queue.clean.up.dont.rout.inactive.conversations.enabled - true
Contact your LivePerson Account representative to ensure these settings are set.
4. Ensure that Conversation Context Service (CCS) v2 is enabled on your brands LivePerson Account. Contact the Orchestrator channel on Slack to enable this on the brands account if not enabled already.
New accounts on Alpha are on CCS v1 by default. Contact your AM team to move your brands account to v2.
To check if this is enabled:
Login to your brands Conversation Cloud account. The Conversation Cloud homepage appears.
Click Conversation Orchestrator. The Conversation Orchestrator page appears.
Click API Authorization. The API Authorization page appears.
If the page displays v2 API as shown above it indicates that it is enabled.
6. Prepare a list of skills (if any) that need to be enabled for the QCU solution. You can obtain the list from your brand.
Skill Description | Skill Id | Skill Name |
|---|
|
|
|
Set default config under Conversation orchestrator with verbiage for each, examples are listed below as well as in the Configuration section.
1. Default Configuration: queue_clean_up_brand_config
- Use this configuration for a general setup that applies to all skills by default.
- Set
enabledForAllSkills to true to enable for all skills. - Set
enabledForAllSkills to false to enable it for specific skills.
2. Skill-Specific Configuration (queue_clean_up_skill_config_{skillname})
- Use these configurations to customize Conversation Cleanup settings for individual skills.
- Replace
{skillname} with the actual name of your skill. - Each skill configuration requires setting the
skillId and any desired message overrides.
For detailed instruction on setting up each configuration option, please refer to the Configuration section.
Configuration
Once you have completed the prerequisites, you can go ahead and add the configuration to set up the QCU in your brands account.
To configure QCU:
Login to your brands Conversation Cloud account. The Conversation Cloud homepage appears.
Click Conversation Orchestrator. The Conversation Orchestrator page appears.
Click Custom. The Custom page appears.
Click Add New. The Add New modal appears.
Input the following information:
- Attribute name: Provide the attribute name for the configuration, such as
queue_clean_up_brand_config or queue_clean_up_skill_config_{skillname}. - Type: Select static type from the dropdown menu.
- Value: Select json from the dropdown menu.
- Configuration: Provide the json configuration as required here.
Click Save. The configuration is saved.
You can set configuration for the QCU for your brand to be triggered for all skills or for particular skills. To do this add the configuration to the orchestrator.
To Enable for All Skills
Input the following configuration:
Attribute Name: Queue_clean_up_brand_config
JAVASCRIPT:
{
"enabledForAllSkills": "true",
"queueCleanUpInitialWaitTimeSec": 600,
"queueCleanUpConsumerNotRespondingWaitTimeSec": 120,
"queueCleanUpWakeupSystemMessage": "are you still there ? please answer yes/no",
"queueCleanUpClosingSystemMessage": "This conversation is closed, come back again should you need help",
"queueCleanUpThankYouForWaitingSystemMessage": "Thank you for waiting",
"queueCleanUpSystemResponseToConsumerNonStandardResponse" : "We know its hard for you but please we apreceate to know if you are interested in the service. Please answer the correct reponse",
"queueCleanUpWakeupMessageConsumerPositiveResponse": "(?i)yes", // REGEX for the response for exmple every "yes" response ignore capital letter
"queueCleanUpWakeupMessageConsumerNegativeResponse": "(?i)no", // REGEX for the response for exmple every "no" response ignore capital letter
"queueCleanUpNoResponseRepeatCounter": 1
}
- Set the "enabledForAllSkills" to "true" to ensure that the QCU is enabled for all skills.
- Brand must provide values for default/per_skill.
- Edit the configuration to provide the required messages to your brands customers.
- Ensure that the comments are removed before adding it into the Orchestrator.
To Enable for Some Skills
Input the following configuration:
Attribute Name: Queue_clean_up_brand_config
JAVASCRIPT:
{
"enabledForAllSkills": "false",
"queueCleanUpInitialWaitTimeSec": 600,
"queueCleanUpConsumerNotRespondingWaitTimeSec": 120,
"queueCleanUpWakeupSystemMessage": "are you still there ? please answer yes/no",
"queueCleanUpClosingSystemMessage": "This conversation is closed, come back again should you need help",
"queueCleanUpThankYouForWaitingSystemMessage": "Thank you for waiting",
"queueCleanUpSystemResponseToConsumerNonStandardResponse" : "We know its hard for you but please we apreceate to know if you are interested in the service. Please answer the correct reponse",
"queueCleanUpWakeupMessageConsumerPositiveResponse": "(?i)yes", // REGEX for the response for exmple every "yes" response ignore capital letter
"queueCleanUpWakeupMessageConsumerNegativeResponse": "(?i)no", // REGEX for the response for exmple every "no" response ignore capital letter
"queueCleanUpNoResponseRepeatCounter": 1
}
- Set the "enabledForAllSkills" to "false".
Input the following configuration:
Attribute Name: queue_clean_up_skill_config_{Skill Name}
JAVASCRIPT:
{
"queueCleanUpInitialWaitTimeSec": 600,
"queueCleanUpConsumerNotRespondingWaitTimeSec": 120,
"queueCleanUpWakeupSystemMessage": "are you still there ? please answer yes/no",
"queueCleanUpClosingSystemMessage": "This conversation is closed, come back again should you need help",
"queueCleanUpThankYouForWaitingSystemMessage": "Thank you for waiting",
"queueCleanUpSystemResponseToConsumerNonStandardResponse" : "We know its hard for you but please we apreceate to know if you are interested in the service. Please answer the correct reponse", // message to be sent to customer
"queueCleanUpWakeupMessageConsumerPositiveResponse": "(?i)yes", // REGEX for the response for exmple every "yes" response ignore capital letter
"queueCleanUpWakeupMessageConsumerNegativeResponse": "(?i)no", // REGEX for the response for exmple every "no" response ignore capital letter
"queueCleanUpNoResponseRepeatCounter": 1,
"skillId": 111501373 // skills list to clean up
}
- Use the skill name used at the end of the attribute name.
- Set the "skillId" to the ID of the skill required to trigger the QCU.
- Brand must provide values for default/per_skill.
- Edit the configuration to provide the required messages to your brands customers.
- Ensure that the comments are removed before adding it into the Orchestrator.
Once saved, the QCU will be applied only for new conversations.
Ready to move on? Click here to proceed.
