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General Availability Features
Visual Engagement (Video and Screen Share) (optional feature)
Consumers have consistently favored video for interactions where they want a personalized experience or have a complex problem they need resolved. Visual Engagement elevates conversations by enabling an agent, via a single click from within ContactPad, to escalate any interaction to a video call with screen share capabilities. This allows them to communicate visually, making them more effective and efficient, and resulting in a better customer experience.
Whilst engaged with a video call, the agent’s state and capacity will appear as occupied, informing their supervisor and other agents that they are on a call, whilst also updating the contact center routing so that no other interaction is routed through to them.
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Visual Engagement will be available on request. If you are interested, please speak to your Customer Success Manager or Account Manager.
Omnichannel (optional feature)
Webchat
Up until now our Omnichannel capabilities have been a premium feature and required a Salesforce license. However we understand that not all our customers use Salesforce and furthermore not all our customers are looking for the full feature set of our premium license. Therefore we plan to offer an Omnichannel experience for all our customers regardless of which CRM or license they use.
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During Winter ‘21 we announced the beta release of Messaging and Cases. For Spring ‘21 these features have moved into general availability. This enables VCC to route messages and cases to agents via Salesforce External Routing. Messaging lets your company have conversations with customers in ways that are most convenient for them using messaging apps such as SMS and Facebook Messenger. Cases let your company capture work to be done using, among other methods, web-to-case and email-to-case. Agents will have messages and cases routed to them in the Service Console, based on the contact center routing logic, the agents skill, capacity, and availability.
Screen Recording (optional feature)
Screen Recording allows supervisors and quality managers to understand what the agents were doing on their desktops during the call and listen to the call. This improves your quality management capabilities so that you can easily identify inefficiencies.
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- Identify coaching opportunities to improve call efficiency
- Record one or two screens, not just browsers or applications
- Understand after call work activities
- Synchronize desktop activity with audio recordings
- Playback multiple screens at once
- Zoom into agents screens
- Download audio and video in a single file
- Identify which calls have just audio and transcription and screen recordings easily
- Store screen recordings securely
- Set permissions on who can view screen recordings
- Centrally control whose screens are recorded
- Link screen recordings to Conversation Analyzer
Virtual Assistant (optional feature)
Virtual Assistant delivers conversational artificial intelligence (AI) for business communication within your Vonage solution, making customer experience your competitive advantage. Virtual Assistant uses AI to deliver enhanced self-service interactions that engage every caller with natural language and enable additional capacity within your contact center.
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This release provides a more intuitive version of the intent builder by using a visual builder to represent your conversations more clearly.
User Administration (platform-wide feature)
In this release we are taking the next step to consolidate all administrative functions into User Admin. Functionality previously available only in Real Time and User Access have been migrated over to User Admin.
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We have been working to improve the user experience or User Admin by making filtering more effective, providing quick bulk actions, improved layout, and much more.
Dashboards (platform-wide feature)
Dashboards have been extended to provide greater visibility for outbound-focused contact centers. In addition terminology and calculations have been updated to be channel agnostic (phone, chat, video, and so on). Finally we have added some new in-demand metrics across the Agents and Interaction Details widgets.
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- Not Answered renamed to Agent No Answer: The number of interactions that the agent rejected or missed. Agent No Answer is a subset of Unexpected.
- Number Busy renamed to Agent Number Busy: The number of calls that the agent did not answer because their line was busy. Agent Number Busy is a subset of Unexpected.
- Answered renamed to Accepted: The sum of Accepted Inbound, Accepted Internal or Accepted Outbound
- Avg. Handle Time calculation update: The average time the agent spent handling interactions, which is the average of the sum of Alerting Time, Connected Time and Wrap Time: excluding Parked (non-live Hold) and Interrupted time.
- Avg Ringing Time renamed to Avg Alerting Time: No change.
- Failed renamed to Failed to Connect: The number of interactions that failed to connect to an agent possibly due to configuration or network errors.
- Interaction State - Failed renamed to Interaction State - Failed to Connect: No change.
- Interaction State - No Answer renamed to Interaction State - Agent No Answer: No change.
- Interaction State - Number Busy renamed to Interaction State - Agent Number Busy: No change.
- Interaction State - Ringing renamed to Interaction State - Alerting: No change.
- Offered calculation update - The sum of Offered Internal, Offered Inbound, and Offered Outbound.
- Significant Interactions calculation update: The number of interactions that were connected to more than one party (agent plus another) for longer than the configured threshold. For example, the number of calls where the agent was connected to the customer for at least 1 minute. Significant Interactions can be used to filter out voicemail and short, insignificant conversations.
- Max Handle Time calculation update: The longest time any interaction was handled by an agent, which is the longest of the sum of Alerting Time, Connected Time and Wrap Time: excluding Parked (non-live Hold) and Interrupted time.
- Min Handle Time calculation update: The shortest time any interaction was handled by an agent, which is the shortest of the sums of Alerting Time, Connected Time and Wrap Time: excluding Parked (non-live Hold) and Interrupted time.
- Total Talk Time calculation update: The total time that any party spent on hold (live interactions), or the interaction was parked (non-live interactions). If multiple hold events coincide for multiple parties then elapsed time is reported.
Web APIs (optional feature)
We continue to make the VCC platform more open to integration than ever before.
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For a migration guide from the existing version, or to review these features in detail visit Interaction Content API Documentation.
Target Time-to-Answer Metrics for Virtual Queues (optional feature)
Within VCC a collection of skills can be grouped into a Virtual Queue. This virtual queue can then be used to optimize route, or for reporting. In this release we have extended the reporting capability into the Insights Stats API as part of the interaction endpoints. This provided the user with a "targetTimeToAnswer" metric for each virtual queue within a queue event.
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This time can be used in conjunction with the result and duration properties to calculate Service Levels in an external system.
Platform
Delete Interaction Content in Bulk (optional feature)
As part of this release users will be able to delete the Interaction Content—including Call Recording—for up to 1000 interactions in bulk. This functionality is available within the Interaction Search component of the VCC portal.
Alternative Content Storage Locations (platform-wide feature)
Within each region we operate, Interaction Content—including Call Recordings—has previously been stored in one core location, as detailed below:
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To adjust your storage location, contact the Vonage support team. A change in location is only respected for future Interaction Content.
Agent Experience (platform-wide feature)
Report Audio Problems
The Spring ‘20 release included a major update to the button that agents can use to report audio quality problems during a call. This was of particular benefit for inbound calls.
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When an agent is in a ready state, the platform will automatically deliver any eligible interactions. If the agent is not ready for an interaction, the agent may click the release button in ContactPad rather than allow the call to ring out. Clicking “release” in ContactPad will always terminate the call—whereas WebRTC users clicking the “decline” button during the ringing phase will route the call back to the queue.
Cadence (optional feature)
Overview - Now Generally Available for Voice
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If you are interested in gaining access to a feature in the Beta/Early Access Program, please contact your Customer Success Manager or Account Manager. Participation in this pilot program is at the discretion of Product Management and not guaranteed.
Enabling the Salesforce Service Cloud Voice “Bring Your Own Telephony” Pilot (optional feature)
According to Salesforce, Service Cloud Voice unifies phone, digital channels, and CRM data in real-time in one centralized console. This is the contact center of the future—intelligent, unified, and fast. Now companies can:
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Note that adding this service may incur professional services time and additional product charges. If you would like to be considered for the Beta/Early Access Program, please discuss it with your Customer Success Manager or Account Executive. Participation in the pilot program is at the discretion of Product Management and not guaranteed.
Analytics Dashboards - North America Only (Beta) (optional feature)
Historic reporting within a Contact Center is a key pillar of success. The new Analytics offering will bring the power of a Business Intelligent system into the VCC Portal for customers of all types. This offers the ability to:
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