...
Before the Summer '19 release, administrators can only route personal queue interactions to agents only if they are logged in to ContactPad and in a 'Ready' state; from Summer '19, administrators can configure their NewVoiceMedia account to route personal queue interactions to agents in an 'Away' state.
For information about setting up personal queues, including routing personal queue interactions to agents in an 'Away' state, see Setting up personal queues.
Interaction Architect enhancements
...
From Summer '19, along with the previously available GET and POST methods, administrators can now configure their data Connector applets to use DELETE, HEAD, PATCH and PUT methods to interact with an external web service. These additional methods improve integration with third-party data systems.
For more information, see Defining a web service interaction using XML to retrieve data from and send data to a Web Service.
User Admin API
Documentation for our User Admin API will be available publicly in the Summer '19 release in our new developer portal: NewVoiceMedia Developer Portal. In the User Admin API, we currently have one resource: Users. Using the API you can get a list of all users in your account and their details or details about a single specified user.
Connect
Related screen pop
Before the Summer '19 release, Connect pops records on which the Dial List is based to agents when they click to proceed to their next calls. Sometimes these are not the most useful records for the agents to see. From Summer '19, supervisors can configure Dial Lists to pop related records rather than the records on which the Dial List is based.
Global PCI
Take payment button
From Summer '19 customers can request a "No Code Required" agent assist payment button. The new payment button appears in ContactPad and enables agents to take secure (PCI compliant) payments from customers while on a call. Using the button requires no API integration.
Dashboards
Dashboards contain various enhancements in Summer '19:
- New Agent metrics: Groups, Skills, and Location. These additional agent metric help Dashboard users understand which agents are available with the right skills, and in the right groups and locations.
- Widget configuration user interface improvements. Before Summer '19, the widget configurator contained seven different data types; some metrics appeared in multiple data types. From Summer '19, metrics are organized by three data types:
Agents
Queues
Interaction Details
Metrics can be grouped—by location, status, media type, and so on—to provide different views of the data as applicable to the chosen metrics.
- Display filters. In addition to filtering out specific data in widgets using groups and skills, administrators will also be able to filter out specific groups and skills from the display.
- Insights interaction variablesData Source Mapping. If data source data is available for interactions, administrators will be able to configure their NewVoiceMedia account to make that information available as custom metrics in Dashboards. When configured, this information is also accessible through the Insights Stats API.
Conversation Analyzer enhancements
Conversation Analyzer subcategory count
Prior to Summer '19, Conversation Analyzer flags in Salesforce—using Advanced Reporting and Statistics—when a subcategory is matched in a conversation. This flag indicates that certain words or phrases were said in the conversation but not how many times the subcategory was matched. From Summer '19, the data in Salesforce will match the data displayed in Conversation Analyzer, and will therefore contain the number of times a subcategory is matched. This number will then appear in Salesforce when using Advanced Reporting and Statistics with Conversation Analyzer.
This additional information will enable users to understand a conversation better; users can see if a customer is making multiple complaints—or giving multiple compliments—or if the agent is having to apologize again and again.
Note |
---|
If users report on subcategory data based on the value of a subcategory being either 0 (no match) or 1 (one or more matches), they must update their reports. Updated reports need to reflect that subcategories can be any number, where the number indicates how many times a subcategory was matched in a conversation. |
VBC CX Cloud Express
Vonage's new VBC CX Cloud Express offering provides a streamlined version of NewVoiceMedia features integrated with Vonage's VBC (Vonage Business Cloud). For information about the features available in VBC CX Cloud Express, see VBC CX Cloud Express.
Pilot features
Cadence
In Summer '19 we are releasing a pilot version of our new product, Cadence. Using Cadence supervisors can define processes for agents to engage with prospects.
Skype for Business: presence integration
...
For more information about Skype for Business presence integration, see Integration with Skype for Business.
Conversation Analyzer enhancements
...
Conversation Analyzer subcategory count
Prior to Summer '19, Conversation Analyzer flags in Salesforce—using Advanced Reporting and Statistics—when a subcategory is matched in a conversation. This flag indicates that certain words or phrases were said in the conversation but not how many times the subcategory was matched. From Summer '19, the data in Salesforce will match the data displayed in Conversation Analyzer, and will therefore contain the number of times a subcategory is matched. This number will then appear in Salesforce when using Advanced Reporting and Statistics with Conversation Analyzer.
This additional information will enable users to understand a conversation better; users can see if a customer is making multiple complaints—or giving multiple compliments—or if the agent is having to apologize again and again.
Note |
---|
If users report on subcategory data based on the value of a subcategory being either 0 (no match) or 1 (one or more matches), they must update their reports. Updated reports need to reflect that subcategories can be any number, where the number indicates how many times a subcategory was matched in a conversation. |
...
Word Clouds
From Summer '19, a Word Cloud feature will be available for pilot customers. Word Cloud appears alongside Conversation Analyzer Analytics for Salesforce and helps with understanding trends in conversations. Call summary records that match free-form search terms appear in a search results widget with matching words highlighted. The word cloud widget displays a visualization of the most significant words mentioned in the conversation or conversations that match your search.
Advanced Reporting and Statistics
Login/logout report
After installing the Advanced Reporting and Statistics package, an additional package of report templates is available for installation. The templates provide a variety of reports that you can customize for your own needs. From Summer '19, this package contains the new Logged In Time Report. This report displays the times of an agent's first and last activities in a day, and the number of times they logged out of ContactPad.