The following site settings are configurations that you can do on behalf of your customers for the Agent Workspace.
Note that any configurations set up already will automatically apply to any brands using the New Agent Workspace (NAW).
Auto accept
Description: Determine if incoming conversations will automatically enter an agent's workspace or if they have to press the ’accept’ button to receive them.
The site-setting: Messaging.routing.autoaccept
Type: String
Values: “true” | “false”
Enabling auto-accept on the agent side (client-side functionality). Can be configured in NightVision
Enabling auto-accept on the agent side (client-side functionality). Can be configured in NightVision
Timeframe for agents' closed conversations
Description: In the workspace, agents can use the filter in their conversation list to view only ‘closed’ conversations. This setting will determine the time frame to display the closed conversations, or how far back to display conversations.
The site-setting: le.agent.recentlyClosedConversationDays
Type: Number
Values: Min: 1, Max: 14, Default: 1
- Affects the time we take the closed conversation from UMS.
- By default, it’s 2 days because we have no idea if the customer is on CQM or not. CSM or any other LPA can change the site settings to allow showing more or less days
Time format
Description: Determine the format of the time that is displayed to agents within the workspace and within conversations.
Default: 12-hour clock (e.g. 08:59 pm)
Option: 24-hour clock (e.g. 20:59)
The site-setting: le.agent.hourFormat
Type: String
Values: “12” | “24”. Default: “12”.
Disable emojis
Description: Brands can elect to remove the option for agents to send emojis during a conversation.
As default, emojis are enabled.
The site-setting: le.agent.chatInput.disableIconsForMessaging
Type: String
Values: “true” | “false”. Default: “false”.
Disabling the emojis on the input. TRUE - for hiding the option to send emoji
Description: The ‘consumer info’ widget displayed consumer attributes to the agents. This setting enables brands to hide any unauthenticated attributes from the agents.
By default, an agent can view all attributes.
The site-setting: le.agent.messaging.sdes
Type: String
Values: “true” | “false”. Default: “true”.
When TRUE consumer info widget shows the unauthenticated SDEs for messaging.
Hide visitor name from agent
Description: Brands can elect to maintain the consumer name anonymous from agents and replace their name with ‘visitor’ in the agent list.
Disabled by default.
The site-setting: le.agent.block.visitor.name
Type: String
Values: “true” | “false”. Default: “false”.
When TRUE shows “Visitor” as the name of the consumer
Disable sandbox
Description: Disabling the custom widget sandbox. TRUE - for removing the ‘allow-popups-to-escape-sandbox’ from the iframe sandbox.
The site-setting: disable.custom.widget.iframe.sandbox
Type: String
Values: “true” | “false”. Default: “false”.
NAW - Hide history from the NAW transcript (per skill)
Description: Allowing brands to hide the conversation history from the transcript in the enhanced Agent Workspace transcript area (per skill). This will allow brands using 3rd party vendors to control the visibility of the conversations their agents shouldn't be able to view based on regulation requirements.
The site-setting: messaging.hide.history.conversations.in.transcript.for.skills
Type: String
Values: The skill IDs you wish to hide the history from. Comma separated.
Default: <empty>. Example: ["1234", "5678"].
Masking Recently Closed Conversations
Description: For brands using masking, this feature instructs the NAW to fetch the conversation transcript from the Messaging Interactions API (MIA) within a time period that is set by the brand, instead of from UMS.
This way, the transcript displayed for a conversation would contain masked content only (the reason is, that UMS doesn’t mask content, and as long as the conversations are being fetched from there, the transcript would be masked).
The site-settings:
- le.agent.fetchRecentlyClosedMaskedConversationTranscript
Type: String
Values: “true” | “false”. Default: “false”. - le.agent.maskedRecentlyClosedConversationTranscriptMinutes
Type: Number
Values: Min: 10, Max: 20160, Default: 30
Widget Loadtime & Timeout optimization
Description: Timeouts for custom widgets may be set with a minimum of 16 seconds and a maximum of 2 minutes.
This setting may be needed for cases when custom widgets have a dependency on 3rd parties and may take more time to load.
Site-setting: le.ui.customWidgetsTimeoutSeconds.
Type: Number
Values: Min: 16, Max: 120, Default: 16
The value should be in seconds.
Accessibility indicators (A11Y) per user
Description: LivePerson is working on maintaining the Conversational Cloud brand-facing products accessible according to WCAG 2.1 AA.
Add user IDs to this site setting for the users (such as agents) to see the elements' focus.
In case you like all of the users on the account to use this indicator, insert “*” to enable it for all users.
Site-setting: le.ui.a11y.usersWithFocusOutline
Examples:
For none of the users: []
For all users: ["*"]
For a specific user: ["1234"], ["1234", "5678"]