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  • Home
    • What is this Program?
    • Who is Liveperson?
    • I Need Support!
    • I Need Training!
  • Log In
  • Messaging Agents
    • What is a Workspace?
    • Workspace Basics
    • Managing Conversations
    • Agent Performance
    • Workspace Icons
    • Additional Resources
    • Agent Best Practices
  • CoBrowse
    • CoBrowse Overview
    • Initiating CoBrowse
    • The CoBrowse Process
    • How CoBrowse Works
    • Security & Privacy
    • Considerations
    • FAQ's
  • Video & Voice
    • Video & Voice Overview
    • Initiating a Call
    • Considerations
  • Managers
    • Introducing Manager Tools
    • Workspace User Guide
    • Managing Conversations
    • Video Tutorial
    • Definitions
    • Search and Filter
  • Admins
    • Create & Manage Users
    • Profiles & Permissions
    • Setting Working Hours
  • Support
    • I Need Support!
    • Training Resources
    • Supported Languages
    • System Requirements
    • Terminology
    • Where do I Login?
  • More
    • Home
      • What is this Program?
      • Who is Liveperson?
      • I Need Support!
      • I Need Training!
    • Log In
    • Messaging Agents
      • What is a Workspace?
      • Workspace Basics
      • Managing Conversations
      • Agent Performance
      • Workspace Icons
      • Additional Resources
      • Agent Best Practices
    • CoBrowse
      • CoBrowse Overview
      • Initiating CoBrowse
      • The CoBrowse Process
      • How CoBrowse Works
      • Security & Privacy
      • Considerations
      • FAQ's
    • Video & Voice
      • Video & Voice Overview
      • Initiating a Call
      • Considerations
    • Managers
      • Introducing Manager Tools
      • Workspace User Guide
      • Managing Conversations
      • Video Tutorial
      • Definitions
      • Search and Filter
    • Admins
      • Create & Manage Users
      • Profiles & Permissions
      • Setting Working Hours
    • Support
      • I Need Support!
      • Training Resources
      • Supported Languages
      • System Requirements
      • Terminology
      • Where do I Login?

Introducing Manager Tools

Workspace User Guide

Managing Conversations

"All Conversations" Video Tutorial

Definitions

Search and Filter


Pre-filtered Connections:

The All Conversations page is pre-filtered. Agent managers are able to view conversations handled by agents in the agent groups they manage, as well as unassigned conversations that have a skill assigned to one of the agents they manage in the All Conversations list. Other unassigned conversations will not be displayed. For example, an unassigned conversation with the sales skill is waiting in the queue. The agent manager has several agents with the sales skill and will therefore see the unassigned conversation, while other agent managers who do not manage agents with this skill will not see it.

Agents on the other hand are able to view only the conversations for which they were the last assigned agent (and are unable to view unassigned conversations).


Search and Filter:

All Conversations offers advanced filtering and search capabilities that can provide in-depth, meaningful analysis on key topics for your business, consumer sentiment and the operational effectiveness of your contact center.


Agents and Agent Manager Search/Filter Conversation Parameters:

  • Keywords from transcripts

  • Duration of conversation

  • Agent

  • Agent group

  • Skill

  • Start time

  • Status (open and closed)

  • Meaningful Conversation Score (MCS)

  • Conversation ID

  • CSAT

  • Summary keywords

  • Engagement Attribute keywords*


For example: An agent manager can filter conversations by duration. By drilling down further and refining the search, they will be able to pinpoint why the conversations had an abnormal length. Managers can also view all conversations with a low MCS, or a low CSAT, and identify the cause by referring to the conversation transcripts.


Considerations


  • Engagement attributes comprised of numbers that are separated by dashes can be searched for, but only consecutive digits can be searched for. For example, if the phone number engagement attribute is "123-456-7890", the user can search for the entire number, or a consecutive part of it like "123" or "456" or "7890". However, they cannot search for "789".


  • While the engagement attributes can be viewed immediately, the ability to search by them is only available after two hours.


  • In order to search for a phrase by keywords in the transcripts, summary or engagement attributes, the user must place quotation marks at the beginning and end of the phrase. This will make sure that the search will run according to all specified terms in that phrase and in the same position relative to each other. (For example: “[tester@liveperson.com](mailto:tester@liveperson.com),” will search for the words “tester” and “liveperson.com” in that order).

contact support: http://tiny.cc/ddc-support

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