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Limited availability means that a limited number of customers will be enabled. If you are interested in this feature, contact your account manager or customer success manager. As demand increases, we will enable the feature for all of our customers.
In the pilot program, the following features were identified to fit the needs of our customers. All these features will be delivered for our Summer ‘20 release:
Live chat
From Summer ‘20, Vonage is integrating with Salesforce external routing. This integration is being released with limited availability (available upon request and approval by the Vonage Product Team). This means that you will now be able to add chat routing to your contact center. With Vonage, administration will be easier, routing more intelligent, prioritization more powerful, and user experience across channels is consistent. You will be able to view a single set of real-time and historic reports.
During the pilot program for chat routing, the following features were identified to fit the needs of our customers. All these features will be delivered in our Summer ‘20 release:
Agent capacity configuration
Different agents can effectively handle different numbers and types of interactions simultaneously. What might be suitable for one agent may be frustratingly too much or frustratingly too little for another. Currently, you can only configure capacity settings for your account; the settings apply to all agents in your contact center.
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