In Winter '19 we released the following features:
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For more information about consulting to queue, see Consult to Queue.
Improved Disaster Recovery (DR) for NewVoiceMedia (NVM) User Logins
Improved DR for NVM User Logins is a platform enhancement which provides a number of key benefits:
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To use improved DR for NewVoiceMedia in Salesforce, you need to update to the latest NewVoiceMedia package. You must then perform some minor changes to your configuration. For information about changing URLs in Salesforce, see Upgrade instructions for improved disaster recovery.Insert excerpt
Salesforce Omni-Channel Lightning presence integration
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Conversation Analyzer enhancements
The Winter '19 release includes the following Conversation Analyzer enhancements:
Conversation Analyzer API
Previously, the conversational insights generated by Conversation Analyzer were only available in Salesforce, using Advanced Reporting and Statistics. Now, in conjunction with the Stats API, a new publicly-accessible API—Conversation Analyzer API—exposes that information. By integrating with the Conversation Analyzer API, other—non-Salesforce—CRMs can take advantage of Conversation Analyzer. The latest version of Advanced Reporting and Statistics also uses the Conversation Analyzer API. For more information about the Conversation Analyzer API, see Conversation Analyzer API.North American Spanish
Conversation Analyzer now supports North American Spanish, for predominantly US Spanish speaking users as well as Mexico and Central America. The intent is to be as diverse as possible and to include audio from as many North American Spanish speaking counties as possible. For information about supported languages, see Overview of Conversation Analyzer.
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