Benchmark and monitor marketing, sales, and customer care KPIs in real time. Optimize your operations and gauge the impact of your Conversational Cloud investment.
Quantify the top-line impact from your Conversational Cloud investment. With Conversation Analytics, it's easy to identify conversations that convert to sales along with their average order value. And for offline businesses, tracking lead conversion is seamless.
Performance Optimizer™ is an intuitive dashboard that tracks performance against internal targets and industry benchmarks, while providing actionable insights and recommendations for fast, data-driven decision making. Performance Optimizer is underpinned by LivePerson’s proprietary 4E Framework™, which helps brands gain a deep understanding of operational efficiency, effort, effectiveness, and consumer emotion to optimize conversational experiences.
Track agent Efficiency
Efficiency is determined by agent productivity and occupancy, which is a measure of hours logged into platform, number of conversations handled, and closed conversations per login hour (CCPLH) among others.
Measure conversational Effectiveness
Effectiveness is the direct measure of the fulfillment of a consumer’s intent. This is determined by average number of responses, net handle time (NHT), first contact resolution (FCR), average order value, opportunities generated, and pipeline among others.
Effort is gauged by repeat contacts from a consumer for a given issue, number of transfers, and time spent to respond.
Gauge consumer Emotion
Emotion is a comprehensive measure, primarily composed of real-time trending conversation sentiment and post interaction CSAT and NPS surveys.
Configure, detect, and analyze consumer intents in real time.
Easily build automated conversation flows with our comprehensive and intuitive point-and-click interface.
Supervise and manage all bots and human agents across your business in one centralized platform.