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With External Routing, when routing an interaction to an agent, VCC notifies Salesforce of the capacity taken up by the routed interaction. This means that, in Omni Supervisor, a supervisor can see how much capacity an agent has available. Also, if you are using Salesforce’s Live Agent, the chat button displayed
on your website can be disabled automatically when your agents have no capacity to take any new chats. This ensures that chats only enter the queue when an agent has the capacity to work on them.
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This new capability enables our partner (PCI Pal) to instruct VCC to secure an existing customer call leg for payment. This means that PCI Pal and PSPs who need to initiate payments can work together to use this capability to take secure payments in VCC calls. In turn, this means that new and existing VCC
customers who cannot switch to a PSP compatible with Agent Assist, Self Service, or Digital Secure Payments may be able to use VCC for Secure Payments through their existing PSP.
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The default Analytics dashboards answer the most common questions that arise when running a contact center. In the Q3 ‘22 release, we are adding several more default dashboards giving approximately 20 in total. These additional dashboards will help you monitor and analyze trends and performance in your
contact center. New default dashboards will contain dedicated reports such as agents login/logout details, delivery failure summary, disposition codes, and target time to answer by queue/presented skills/virtual queues. We have extended the existing queue performance and queue abandon dashboards to report by presented skills and virtual queues as well. In addition, you will see dedicated dashboards with users’ details and their last VCC logins, for better visibility and user management.
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