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In Spring ‘20, the Report audio problems feature was released. Report audio problems helps VCC customers self serve and gives VCC operations and support staff with early visibility of developing problems. However, because this feature only reports problems it gives a distorted view of VCC call quality.
From Summer '20, Post call quality rating will complement existing problem reporting. The feature will enable agents to provide a single overall rating (good or bad) at the end of a call. Agents will provide a number which maps to an opinion score (a whole number between 1 and 5). These opinion scores can be averaged into Mean Opinion Scores or (MOS (a )—a number between 1.0 and 5.0). The MOS can be calculated for an interaction (as multiple VCC users can be engaged on a call), a location, an entire VCC account, and so on.
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In the Summer ‘20 release, an admin user can assign a skill to an agent at a level from 1 through 10. A level of 1 indicates a low skill level, while 10 is the highest level of skill an agent can have. VCC will assign an interaction to the most appropriate available agent, based on the interaction’s mandatory and optional skills and skills levels of available availableagents. Admin users can use the Routing Simulator to work out the best configuration for their business needs.
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From Summer '20, the Data Retention area will be available in VCC Admin Portal. The Data Retention area contains retention settings. These settings apply to interaction content such as call recordings, audio transcripts, and so on. Determine , and agent and interaction statistics. Retention settings determine the frequency with which such data is automatically deleted from their an account. Users with an admin license can change these settings.
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IVR Send Questionnaire applet
Send E-mail applet
Take Message applet
VoiceMail applet
From Summer '205th October 2020, VCC will send all emails from noreply@cc.vonage.com. Admin users will no longer be able to configure custom ‘from’ addresses.
This change will go live on the 5th October 2020. No changes are required within the VCC platform itself, but admin users may need to update their own custom configuration on the receiver side. Possible changes are:
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Vonage Agent Connect routes calls from VCC to customer equipment (for example, PBX or UC platforms installed on premises or in the cloud) over the Internet or using a dedicated link through MPLS. Direct routing calls from Vonage Contact Center improves call quality and reliability by bypassing the PSTN.Microsoft Teams is the fastest growing UC platform in the world, as well as being the fastest growing app in Microsoft’s history.
Customers who use VCC and Teams can now use Microsoft Teams Direct Routing with Vonage Agent Connect to efficiently route calls from VCC into Teams. Direct Routing for Agent Connect can be combined with our existing Microsoft 365 Single-Sign-On (SSO) capability to provide users of VCC and Teams with a great integrated experience.
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Today we offer SFTP access to download Call Recordings in bulk. With the introduction of the Interaction Content API customers can gain the same access, with the added benefit of ; all interactions content types, rich metadata about each interaction, a simpler interface to programmatically integrate with.
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