What's New?

We’ve introduced a new report to give you even greater visibility into how your teams perform within skill-based routing. The Agent in Skill Group Report shows exactly how each agent performed in every skill group they were assigned to during active, unscheduled call handling.

What’s included:

• Daily aggregated data

• Based only on periods when the agent was eligible to take group calls

• Excludes direct calls to keep the focus on group performance

You can find the report in Statistics > Historical Reports > Agent in Skill Group. It’s filterable by date, exportable, and ideal for:

• Team performance insights

• Review meetings and evaluations

• Routing optimization and staffing planning

Less guesswork. More data. Smarter staffing decisions.

Managing teams just got a whole lot easier. As part of ongoing improvements to the LiveBank team management module, we’ve introduced a new feature that simplifies the setup of user structures in record time. 

Starting a new environment? Need to assign users to roles like agent, supervisor, and more? You can now import your entire team structure directly from a file – no more manual clicking through endless user lists. One upload, and you’re done. 

And because insight is power, we’ve also added the option to export team compositions and their current state straight into Excel – perfect for audits, reviews, or simply keeping your records organized. 

From onboarding to ongoing management, your team setup process is now faster, cleaner, and more scalable.

We’ve introduced new automation capabilities that keep conversations moving and customers engaged – no matter the channel. Whether it’s chat or audio/video (A/V), unanswered interactions can now be handled instantly and intelligently.

Fully integrated with LiveBank’s advanced routing engine, these features let you design precise, dynamic workflows based on agent availability and response times – ensuring no customer is left waiting.

Automatic Chat Transfer gives you the power to define:

• Redirection attempts – how many times the chat should try to reach an agent.

• Redirection delay – how long the system waits before sending the conversation back to the queue.

• Warning message timing – how far in advance the user is notified before the transfer happens.

Automatic A/V Transfer brings the same smart logic to calls:

• Redirection attempts – how many times the system retries the connection.

• Ring time before transfer – how long the call rings before returning to the queue.

These capabilities are perfect for scenarios where a customer is connected to a specific skill group, but the agent doesn’t respond. The system automatically returns the session to the queue and routes it to the next available specialist – saving time, maintaining continuity, and preserving engagement.

Efficiency, continuity, and intelligent routing – so your team can focus on delivering exceptional service, while the system takes care of the rest.

We have released an upgraded version of our AI Prompter and AI Helper. This new version is not only smarter but also more cooperative than ever. Agents can now evaluate AI-generated content and provide feedback that helps refine suggestions over time

Additionally, we’ve introduced the ability to insert AI responses directly into the chat window or copy them to the clipboard. After all, good answers shouldn’t be confined to a side panel.

Furthermore, you can now define the tone and style of the AI Prompter’s responses. Whether your brand voice is formal, friendly, or somewhere in between, the assistant will adapt accordingly.

These improvements offer more control, speed, and consistency in every interaction, all while maintaining a human touch. Learn more about our AI tools.