Coming soon in Summer '19

This summer we are releasing the following features:

General Availability Features

NewVoiceMedia omni-channel solution

Re-route on Omni Error

Vonage Contact Center handles delivery errors that might occur in a third-party system. If a delivery error occurs in Salesforce when Vonage Contact Center routes an interaction to an agent, Vonage Contact Center informs the agent about unsuccessful delivery and routes the interaction to another agent.

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.

Personal queue calls in any state

Before the Summer '19 release, administrators can only route personal queue interactions to agents only if they are logged in to ContactPad and in a 'Ready' state; from Summer '19, administrators can configure their NewVoiceMedia account to route personal queue interactions to agents in an 'Away' state.

Interaction Architect enhancements

Expanded Data Connector web service integration methods

From Summer '19, along with the previously available GET and POST methods, administrators can now configure their data Connector applets to use DELETE, HEAD, PATCH and PUT methods to interact with an external web service. These additional methods improve integration with third-party data systems.

User Admin API

Documentation for our User Admin API will be available publicly in the Summer '19 release in our new developer portal: NewVoiceMedia Developer Portal. 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.

Dashboards

Dashboards contain various enhancements in Summer '19:

• 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 interaction variables. 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.

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.

Pilot features

Skype for Business: presence integration

If both single sign-on and Skype for Business integration are enabled for your account, an agent's state in ContactPad and presence in Skype for Business are synchronized. So, with default state and presence mappings, if an agent's presence in Skype for Business changes to Busy (either manually or automatically), NewVoiceMedia changes the agent's state in ContactPad to Extended Away. In this scenario, NewVoiceMedia will not route interactions to the agent. If an agent clicks to make a call in ContactPad, which automatically changes their state in ContactPad to Ready (Offline), the agent's presence in Skype for Business changes to Do not disturb.

Pilot documentation

For more information about Skype for Business presence integration, see Integration with Skype for Business.

Conversation Analyzer enhancements

Conversation Analyzer subcategory count

Prior to Summer '19, Conversation Analyzer flags in Salesforce—using Advanced Reporting and Statistics—when a subcategory is matched in a conversation. This flag indicates that certain words or phrases were said in the conversation but not how many times the subcategory was matched. From Summer '19, the data in Salesforce will match the data displayed in Conversation Analyzer, and will therefore contain the number of times a subcategory is matched. This number will then appear in Salesforce when using Advanced Reporting and Statistics with Conversation Analyzer.

This additional information will enable users to understand a conversation better; users can see if a customer is making multiple complaints—or giving multiple compliments—or if the agent is having to apologize again and again.

Word Clouds

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.