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A. Analytics Builder
LivePerson's Analytics Builder empowers you to transform data into strategic insights. Using The Analytics Builder, managers can slice-and-dice their operational and business data according to measurable brand-specific KPIs. They can track historical performance data about individual/groups of agents and bots,…
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A. Define Messaging Roles and Teams
At LivePerson we recognize that every brand is unique and employs an individual approach to managing their users. To ensure that complex organizations have the flexibility to tailor user roles to the distinct way they run their business, the permissions feature within LivePerson provides brands with the opportunity to…
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A. You Should Have Already Launched Web Messaging and Mobile Capabilities as Channels
Refer here to the documentation if you need assistance in launching them. To move on to the documentation for the next set of capabilities, click here to proceed.
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B. Create Parity Between Your Voice and Digital Channels
To establish messaging parity across your channels, gain a comprehensive understanding by following these resources in order: Overview: This article provides a high-level introduction to Connect to Messaging. Developer Guide: For developers, this resource offers in-depth information on the Connect to Messaging API.…
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B. Define Agent Skills and Groups
Businesses are often divided into groups that reflect their organization and hierarchy. A contact center can be thought of as a group: in which sub-groups of agents are each responsible for a different area of support. To help you mirror your contact center structure in the Conversational Cloud, we’ve created the "agent…
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B. Report Center
Report Center allows you to view data and create reports to gain insights into your conversations. Metrics that can be included in reports include the number of conversations, knowledge base questions, customer satisfaction scores, and agent recommendations. Creating a new dashboard 1. On the Navigation bar, select…
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C. Define Capacity and Closing Strategy
Capacity management for manual SLA Today conversations that are set with a long manual SLA maintain a capacity of 1 (active) until the "time to inactive" defined by Dynamic Capacity had passed. Only then the weight of the conversation would go down to its inactive weight. While it makes sense in cases where short manual…
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C. Intent Manager
LivePerson believes that a brand can deliver the most powerful contact center by successfully understanding their consumers' intents and using this knowledge to continuously improve the consumer experience and their own operations. Product overview Intent Manager is a suite of tools that lets you: Build an intent taxonomy…
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C. Launch Sticky Buttons on all Web Pages
The Conversational Cloud offers a large variety of engagement types and formats, so how can you know which engagement type and format to choose? To determine which type of web engagement is appropriate, ask yourself a few questions: first of all, determine whether you want to offer a conversation engagement or a content…
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D. Build Your Customized Messaging Engagement Window
For Web Messaging and live chat engagements, the engagement window hosts the conversation. In the engagement window studio, brands can fully customize and tailor the window, with control over every aspect, from fonts and button style to icon colors and positioning Using the Engagement window studio, you can: Customize the…