This spring we are releasing the following features:
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Spring '19 includes a number of changes for Salesforce Lightning users. These changes ensure that NewVoiceMedia features work as well in Lightning Experience as in Classic. Log a Call and Connect admin functionality in Lightning Experience in is now consistent with that in Classic.
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Conversation Analyzer enhancements
The Spring '19 release includes the following Conversation Analyzer enhancements:
Skip short calls
If enabled for your account, you can configure Conversation Analyzer to not process short calls. Short calls are those that are shorter than your configured threshold.Rule party flexibility
Previously the party—the person identified as saying a word or phrase in a configured rule expression—could be either customer or agent. Now you can configure a rule expression to identify either the customer or agent as saying the word or phrase.Custom dictionary (word hinting)
The custom dictionary allows you to specify words that are not common for the language you're using, but are common for your use case. For example, you can specify your product or brand names, locations and so on. Custom dictionary is currently only available in US node and for language en-us. The dictionary helps improve the quality of transcripts.NewVoiceMedia Conversation Analyzer Analytics
Currently, in combination with Advanced Reporting and Statistics, you can use Salesforce reports to analyze Conversation Analyzer data. From Spring '19, you can use NewVoiceMedia Conversation Analyzer Analytics to gain business insights by analyzing your Salesforce CRM data seamlessly with data from your NewVoiceMedia account and from Conversation Analyzer. This integration provides you with a better understanding about what conversations are being had and when.
NewVoiceMedia Conversation Analyzer Analytics for Salesforce is built upon Salesforce Einstein Analytics.
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