LivePerson Onboarding Test

Agent Question: I’ve got a lot of conversations on my screen and I’m finding it difficult to focus. What should I do?

TRUE or FALSE: You can hide conversations when the conversation is no longer active.

• TRUE

• FALSE

Answer explanation

Yes, you can hide conversations when the conversation is no longer active.

No longer active refers to the state in which the customer is not messaging you within regular intervals. Hiding the conversation doesn’t close the conversation; it only hides it from your view. It will reappear along your message bar when the customer responds.

It feels like my active conversations are more than I should have. Should I change my status to away?

• YES

• NO

Answer explanation

Please do not change your status to away.

This will confuse the system that is working very hard to ensure that you are not overloaded.

Messaging is designed to have you handle multiple conversations at once. There is a smart algorithm working in the background to try and ensure that you are not overloaded. You’ll have a mixture of active and inactive conversations. It can feel like you are taking on too many conversations at one time, especially because it is new. It is normal to have a large amount of conversations throughout the day, and this will take some getting used to. You should go on away for lunch and breaks only, not to control the queue.

What do I do if I get a conversation in my queue that my colleague handled yesterday? Do I transfer it to them?

• YES

• NO

Answer explanation

No, please do not transfer the conversation.

We want to avoid transferring as much as possible. The only case where this is considered within the same skill is if the customer specifically asks for the previous agent. Even then, this needs to be for a very good reason.  Always offer to help instead. In most cases, you should have the messaging history of that customer.

The system will automatically do its best to route the conversation to the last agent who dealt with it, but if they are not available, due to shift patterns or load percentage, then the system has decided that you have the better capacity to handle this conversation.

Should I ask the customer to ping me when they’re back and ready, or should I be chasing them?

• YES

• NO

Answer explanation

You should always ask the customer to ‘ping’ you when they’re back, so that the conversation is shown as active on your system. However, if it has been a while since you have expected to hear from your customer, then it may be worth checking if they still need help.

What should I do if I don’t hear from my customer in a few hours?

• check if the customer is still available or wanting to talk

• close the conversation right away to assist other customers

Answer explanation

You should check if the customer is still available or wanting to talk.

If not, after a reasonable amount of time has passed, you can close the conversation. The customer can always open the conversation again easily, and you should make this clear in your closing predefined content.

The following are scenarios when it is ‘safe’ to close a messaging conversation, except for...

• when a customer confirms a resolution

• when you have waited the appropriate amount of time after checking if they are still present

• when it is your scheduled lunch time

Answer explanation

When a customer confirms a resolution, or when you have waited the appropriate amount of time after checking if they are still present.

Remember, they can always restart the conversation. You won’t always have a customer confirm a resolution, and you may have customers who call in and complete the query with another channel. If you have an unresponsive customer over a certain period of time, follow the brand’s closing strategy.

Should I fill out the conversation summary every time?

• YES

• NO

Answer explanation

Yes, a conversation summary should be filled out every time.  

A summary should include:

- information that stood out about the chat

- a quick summary for the next person who deals with this customer again (this will save them from having to read the whole transcript)

Keep the summary short and concise.

Should I ask customers to fill in feedback at the end of a conversation?

• YES

• NO

Answer explanation

The system will automatically send out the exit survey.

It is good for the customer to know that a survey will be popping up as it may also encourage them to fill it out.

Most of the time, it is good to let the customer know.

When I login, I get lots of messaging conversations straight away. Is that normal?

• YES

• NO

Answer explanation

This can be normal, depending on the time that you start a shift. If there are a lot of customers in the queue from the night before, you may be busy from when you first login.

What does 3Cs stand for?

• Clear, Complete, Concise

• Clear, Consistent, Concise

• Complete, Clear, Consistent

Answer explanation

Focus on the 3Cs - clear, concise, complete answers.

Avoid spamming a customer with multiple lines of text. Create one response and send it. Remember, this is messaging so customers may be on web messaging (more like chat) or native messaging (SMS) which if you can imagine being on your phone and your phone "blowing up" with a bunch of messages.