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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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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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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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D. Create Predefined Content
Streamline your interactions and elevate your responses with predefined content. This library of ready-made phrases lets you access professional, error-free responses to common questions and situations, saving you time and effort. The use of predefined content saves time and can ensure consistent, error-free responses and…