Page Comparison

This summer we are releasing released the following features:

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ContactPad enhancements

Consult group select

From Since 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.

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Personal queue calls in any state

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

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Expanded Data Connector web service integration methods

From Summer '19 onwards, 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.

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

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Connect

Related screen pop

Before the Summer '19 releasePreviously, Connect pops popped records on which the Dial List is was based to agents when they click clicked to proceed to their next calls. Sometimes these are were not the most useful records for the agents to see. From Since Summer '19, supervisors can configure Dial Lists to pop related records rather than the records on which the Dial List is based.

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Global PCI

Take payment button

From Since Summer '19 customers can request a "No Code Required" agent assist payment button. The new payment button appears in ContactPad and enables agents to take secure (PCI compliant) payments from customers while on a call. Using the button requires no API integration.

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Dashboards contain various enhancements released in Summer '19:

• New Agent metrics: Groups, Skills, and Location. These additional agent metrics 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 Since 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.

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

This additional information will enable enables 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.

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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 and CX Cloud Elevate.

Pilot features

Cadence

In Summer '19 we are releasing released a pilot version of our new product, Cadence. Using Cadence supervisors can define processes for agents to engage with prospects.

For information about Cadence, see Cadence.

Skype for Business: presence integration

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Conversation Analyzer enhancements

Word Clouds

From Since Summer '19, a Word Cloud feature will be has been 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.

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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 Since Summer '19, this package contains has contained 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.

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