Limitations
FAQs
During a simulation, do agents have access to all of the features they can use during real conversations?
Yes, provided those features are enabled for the skills assigned to the simulation. Since many features are skill-specific, ensure that your scenarios use the correct skills to allow for full feature access.
How are conversations closed?
Conversations that involve synthetic customers can be closed in three ways:
- By the synthetic customer
- By the agent (whether live or AI)
- If the conversation has reached the maximum number of turns (set in the simulation), it is closed by the system. You specify this limit when you configure the simulation.
Keep in mind that, in the implicit LivePerson scorecard, the agent is evaluated on how they closed the conversation, so the manner in which the conversation was closed can impact the agent's performance score.
Can I schedule a simulation for a future date and time?
No, not in this release.
Can I assign a scenario to specific live agents or AI agents?
No, not in this release. Currently, it's only possible to assign a scenario to a skill.