...
| Insert excerpt | ||||||
|---|---|---|---|---|---|---|
|
For more information about NewVoiceMedia's omni-channel solution, see NewVoiceMedia omni-channel solution.
ContactPad enhancements
Consult group select
From Summer '19, when an agent clicks to consult with a third-party, the agent can filter the consult list to include only agent groups. Clicking an agent group updates the list to display agents in that group only.
For information about filtering the consult list by group, see Consulting with a third party .
Personal queue calls in any state
...
Documentation for our User Admin API will be available publicly in the Summer '19 release in our new developer portal: NewVoiceMedia Developer PortalUser Admin API. 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.
...
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.
For more information, see Dial Lists and related records.
Global PCI
Take payment button
...
- 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 Data 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.
For more information, see Viewing mapped data source data in Dashboards and Data Source Mappings.
For details about the enhanced widgets, see Dashboards.
Conversation Analyzer enhancements
...
| 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. |
For more information, see Configuring Conversation Analyzer in Salesforce.
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.
...
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.
For more information, see Using Conversation Analyzer Analytics for Salesforce.
Advanced Reporting and Statistics
...
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.
For information about this report, see Creating Advanced Reporting and Statistics reports using report templates.