LivePerson CHAT - CO

Which of the following scenarios are correct for inactive chats or chats that were in the Parking Lot?

• When a chat is inactive and the agent needs to step away for break, lunch, or end of shift, etc. the agent should manually close all inactive chats.

• When a guest stops responding, and the agent needs to step away for break, lunch, or end of shift, etc., do not ask if the guest is still there or close to the chat. The agent will wait till the chat becomes inactive and then return to queue. 

• When receiving a chat that was in the Parking Lot, do not reintroduce yourself as if it is a new chat. Ensure you review the prior interaction and continue the conversation.

• When receiving a chat that was in the Parking Lot, if the previous agent asked a question and the guest did not respond, take no action and wait for the guest's response. If they do not respond, the chat will become inactive, and the system will remove it from the dashboard. 

• When receiving a chat that was in the Parking Lot, if the previous agent asked a question and the guest responds, greet with an opening and

You will go into Workload state in Avaya and Online in LivePerson when calling a guest to further assist with their request. 

• True

• False

What is the correct Status to use when using the CoBrowse feature?

• Outbound

• Wrap

• Project

• Away

Guest does not seem to ever be satisfied with the answer or solution. Before responding to the guest, you close the chat to avoid continuing to resolve their request.

• Appropriate closure

• Inappropriate closure

Agents are allowed to copy and paste information from Knowledge Desk while chatting with a guest. 

• False

• True

Liveperson agents supporting the North America market are only required to complete the agent survey for sales chats. 

• True

• False

CoBrowse sessions are not recorded. 

• False

• True

Match the appropriate phone number with the applicable booking types that should be used when creating bookings: 

• Vacation Planner CAN phone number

• EMPFF LivePerson bookings

• Personal agency phone number

• Canada LivePerson bookings

• Website agency phone number

• Interline rate LivePerson bookings

• Personal agency phone number

• North America Market LivePerson bookings (excluding Canada)

You are handling a conversation that needs to be escalated to the Abuse Line. What is the correct sequence of actions before transferring the chat?

• Use the fair warning once, then transfer the chat immediately to the Abuse Line

• Use the fair warning once, send the Transfer Spiel, then transfer the chat to the Abuse line

• Use the fair warning twice, send the Transfer Spiel, transfer the chat to the Abuse line, then send an email to [e-mail]

I have 3 emojis acceptable to use.

• False

• True