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Platform-wide feature
Paid-for feature
Enhancement to paid-for feature (Conversation Analyzer)
General Availability Features
Service Cloud Voice
Secondary ringing in Service Cloud Voice for WebRTC
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From the Q4 2023 release, an agent will be able to, optionally, specify a secondary ringing device (speakers). When the agent receives an inbound call, they will hear ringing in their primary audio device. If they do not answer the call within the configured time period and if they have selected a secondary ringing device, they will then hear ringing in their secondary ringing device.
Set and track after-conversation work time
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After the Q4 2023 release, admin users will be able to enable agents to extend the time they need to finish any additional tasks after a customer call. The agents will be able to completely wrap up their work before they start a new call. This is a feature of Service Cloud Voice that is now supported by Vonage.
Conversation intelligence rules
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Following the Q4 2023 release, admin users will be able to create rules that trigger Salesforce actions, such as suggesting the next best action. These rules will leverage AI-powered conversation intelligence signals, based on our real-time transcription. This is a feature of Service Cloud Voice that is now supported by Vonage.
Configuring one-sided call recording for Service Cloud Voice
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From the Q4 2023 release, administrators will be able to control whether outbound calls are recorded for just an agent or for both the customer and the agent. Using Salesforce data, admin users will be able to specify that only the agent or both parties are recorded. This is in addition to be able to configure whether a call is recorded based on dialed number and Salesforce field values.
Connect Dialer for Salesforce
Improved Connect performance
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Included in the Q4 2023 release are improvements that will reduce record locks within Salesforce. These improvements will ensure that agents can get to the next record to dial quicker with a significant reduction in errors.
Support Salesforce public groups for Connect
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After the Q4 2023 release, administrators will be able to take advantage of the public group structure within Salesforce when assigning users to dial lists. Administrators will no longer need to assign individual users to a dial list; instead, they can assign one or more public groups of users. If the membership of assigned public groups changes so does the membership of the dial list. In the following image, you can see a selection of available groups and which ones have been selected for the dial list.
Dial list preview
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From the Q4 2023 release, users will be able to see dial entry records in a dial list. This allows users to understand if the criteria and ordering of their filter lists are meeting their needs; if not, they can change the filter and ordering as required. The number of outstanding calls will move this view. In the image, you can see the upcoming dial entries and which records will be popped.
ContactPad
Updated WebRTC Buttons in ContactPad
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Currently, agents can use two different sets of buttons to end or reject a call in ContactPad: the Reject and Hangup buttons in the WebRTC control panel and the End or Release interaction button. The different buttons end or reject calls in different ways; this causes inconsistencies in statistics and reports, and a confusing user experience.
From Q4 2023 onwards, the Reject and Hangup buttons will be removed from the WebRTC control panel in ContactPad Refresh and replaced with an End button. The End button will be active only during the call.
In the other versions of ContactPad, the Reject and Hangup buttons in the WebRTC control panel have been updated to terminate calls in the same way as clicking Release. In addition, the Hangup and mute buttons have been reversed to reduce accidental hangups.
Agent warning when local issues may affect WebRTC
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Many WebRTC call quality issues relate to local configuration, equipment, and infrastructure. This is common for all IP telephony and conferencing solutions. Problems with these are difficult for Vonage to diagnose and correct as they relate to conditions that are outside of our control and that we do not provide support for or manage.
From the Q4 2023 release, Vonage Contact Center will warn end users when they are experiencing call quality issues relating to local factors (such as internet connectivity issues). This will help agents to self-serve when call quality issues are caused by things that are under their control.
When Vonage Contact Center detects potential call quality problems caused by local issues for agents using WebRTC it will display a warning message within ContactPad. This warning message contains a link to a webpage containing more information and suggestions for the agent to follow to try and resolve the issues.
Reject calls automatically when WebRTC is temporarily unavailable
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Network connectivity issues can sometimes leave WebRTC temporarily unavailable and agents unable to answer calls. These temporary issues are often local to the agent and transient in nature. However, ContactPad can still inform the agent that a call has been assigned to them, present an Answer button, and allow the agent to attempt to answer the call.
From Q4 ‘23, Vonage Contact Center will be updated so that ContactPad will check if it is properly connected to WebRTC before giving the agent the opportunity to answer a call. If WebRTC is not connected, the call will be automatically rejected and returned to the queue. This will improve the user experience, by avoiding agents trying to answer calls that cannot be answered, and the customer experience, by reducing the time they spend listening to ringing when the call cannot be answered.
Administration
Announcer applet
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For the past 6 months, as part of the wider simplification and modernization of Interaction Plan Architect, we have been consolidating the functionality of the Announcement and Data Announcer applets into one applet. We have brought the ability to upload announcement wav files, use dynamic audio, or use text-to-speech together in one place. This functionality will be rolled out across other applets in the future, Data Announcer being the first. We will enable the new Data Announcer functionality, and at the same time rename the applet to Announcer to reflect its new function.
VCC Marketplace added to VCC Admin Portal
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The VCC Marketplace is part of the Vonage Marketplace, a public website where customers can explore a variety of add-ons, integrations, and services offered by Vonage and trusted partners. In the Q4 2023 release, VCC Marketplace will be integrated into the VCC Admin Portal. This integration enables administrators to view VCC-related add-ons and service providers directly within VCC. To request a specific add-on, administrators can fill out a form, and the Account Manager will then reach out to them. Currently, this is not a self-serve purchasing process.
Insights
Insights products renaming
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In our Q4 2023 release, Vonage has streamlined the naming of several VCC Portal components for clarity:
- Dashboards is now Real-time Analytics
- Analytics is now Historical Analytics
The renamed components, along with the new Team Monitoring (beta) and the legacy Real Time components, are now contained within the Insights product area for enhanced navigation and user experience.
Historical Analytics (general access)
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Historical Analytics is now globally available with viewer and creator access. Users can now start creating their custom Historical Analytics dashboards and tailor reporting exactly to their needs. With Creator access to Historical Analytics, users can leverage the entirety of business intelligence (BI) capabilities — hundreds of data characteristics and measures, and access to more complex historical, current, and predictive analysis. This data will enable users to make the right decisions that will support the unique needs of your customers.
Historical Analytics also offers a rich set of pre-built dashboards that answer most of the common questions that arise when running a contact center. Pre-built dashboards save time and effort and maximize the efficiency of providing valuable insights.
To know more about the default license model for Historical Analytics, see our documentation with Historical Analytics licenses and access. If you were part of the Analytics Beta/Early Access Program, see Analytics Beta/Early Access Program or contact your Account Manager.
Download raw interaction detail records (IDRs) in Real-time Analytics and Historical Analytics
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Included in the Q4 2023 release, are enhancements to the Real-time Analytics and Historical Analytics products that enable users to access raw interaction detail records. This functionality is the last parity feature with the Stats and Reports product. From Q4, users will be able to access raw interaction data in real time using the Inspect interaction view in Real Time Analytics or access single or multiple interaction detail records for historical interactions in Historical Analytics.
Download table content from Real-time Analytics
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To improve usability and access to data within Real-time Analytics (previously called Dashboards), we are introducing the ability to download the content in a table widget in CSV format. Administrators can control access to this functionality in your account in the Account Feature Control section on the Configuration page. By default, this functionality is enabled.
Conversation Analyzer
Control playback speed of call and screen recordings
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From the Q4 2023 release, users will be able to set the speed at which the recording is played back. Previously it played back at the same speed it was recorded. Users can set the playback speed to listen to or watch recordings faster and consequently listen to or watch more calls. In the image, you can see the dropdown list that
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will allow users to select their preferred playback speed. This applies to Screen Recording as well.
Transcript scrolls during recording playback
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Users can now After the Q4 2023 release, users will be able to see the transcript scroll automatically as they play the recording. Although Conversation Analyzer is not a transcription tool, but rather an insights tool, users want to follow the transcript as the recording is played. In the image below you can see how this is enabled or disabled.
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The Included in the Q4 2023 release contained are additional languages that Conversation Analyzer supports. The full list of languages can be found in the Multi-language support section in Overview of Conversation Analyzer. Although some right-to-left languages are supported, the layout of the player is still left to right.
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Screen recording in now From the Q4 2023 release, screen recording will be configurable to start when the call is presented to the agent, rather than when the call is answered. This enhancement is intended as an occasional feature to understand specific agent behavior rather than understand agent behavior for all calls. It can be enabled upon request.
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The User Admin API enables developers to manage all aspects of users, skills, groups, and schedules. Developers can now use the API With the Q4 2023 release, developers will also be able to manage user feature permissions and license assignments for Historical Analytics.
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If enabledAfter the Q4 2023 release, users can will be able to see the sentiment throughout the call, for both agents and customers. This is automatically detected and displayed as a trend during the call from very negative to neutral to very positive represented by red, amber, and green respectively. The data is available in Salesforce and through our APIs — users can use this data to create conversational insights. As an example, users can discover which calls, and thus agents, have the most (or least) positive (or negative) sentiment and what the sentiment is throughout the call. This enables will enable users to identify calls that, for example, started well and ended poorly from a sentiment perspective. This is only available in English. In the following image, you can see that the call started well and deteriorated and recovered a little in the middle and deteriorated again and then got better at the end.
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As part of our Early Access/Beta Program, we have In the Q4 2023 release, we've introduced a call summarization feature as a beta for selected customers, using post-call transcription. Supervisors can will be able to create summaries by clicking the new Conversation summary tab, located alongside the existing Conversation transcription tab. Summaries are generated upon request; they're not automatically created when the transcription is complete. These summaries are produced using the Google Vertex AI engine. In addition to the summary, we provide Key topics and Follow-up actions. Please note that due to legal agreements, rather than technical constraints, the current summary feature is not suitable for HIPAA customers. No additional price is applied when using this feature.
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When enabledFrom the Q4 2023 release, users can will be able to access insights generated by Conversation Analyzer within Historical Analytics. These insights give users a more complete view of the overall customer experience and satisfaction. With the pre-built default dashboard showing analysis of the categorization data, users can instantly identify insights and trends, and assess their team’s compliance and product knowledge.
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An increasing number of enterprise customers are using virtual desktop infrastructure (VDI) to manage the environment contact center agents use on a daily basis. VDI presents unique challenges when WebRTC is used for agent telephony as hair-pinning the WebRTC session to a remote desktop server adds an extra leg to the media path. This extra leg can add latency and increase packet loss, which reduces call audio quality.
Vonage can now With the Q4 2023 release, Vonage will offer a beta version of VDI support. To use a VDI, the agent should open a specific webpage in a browser on their local computer which enables WebRTC media to be routed directly to the agent. This bypasses the remote desktop server and avoids the problems this extra leg can cause.
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WebRTC provides the best user experience for agents by bringing all of the VCC call controls into ContactPad. Without WebRTC agents have to answer the call outside the contact center and then use ContactPad for all other call controls. The agent has to find and switch to ContactPad to answer, reject, hangup, mute, and unmute calls — even if they are busy elsewhere.
With the Q4 2023 release, Vonage now offers a beta version of headset control support for USB-connected headsets that are compatible with WebHID. Using a compatible headset, agents can now perform basic call controls even if they are in an application, window, or tab that does not contain ContactPad. Using WebHID means that no additional software is required. Note that different headset models and manufacturers support different combinations of call controls.
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Background noise is a significant problem in contact centers which affects both agents and customers. Customers will call in from wherever is convenient for them, contact centers themselves can be noisy environments, and the rise of agents working from home brings other background noise-related issues. High-quality telephony devices and headsets will transmit everything they pick-up, even if that is not always desirable.
Vonage can now offer With the Q4 2023 release, Vonage offers a beta version of the fully-integrated Krisp Noise Cancellation solution. This is built into ContactPad and requires no additional software to be installed or managed. The noise-cancellation algorithms run locally within the agent’s web browser and no third-party servers are involved in the processing. All that agents need to do is turn the feature on or off as required.
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A With the Q4 2023 release, a beta version of Webhooks now will be available, allowing developers to seamlessly integrate with the Webhooks API and subscribe to specific events for real-time insights.
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