Summer '18 release

In Summer '18 we released the following features:

In this page

Progressive dialing in Connect

Progressive dialing enhances the functionality of Connect by automating agent tasks.

  • Without progressive dialing agents must make a call, select a disposition code (if enforced) for the call, end the call, and then manually progress to their next call.
  • With progressive dialing, at the end of a call, Connect automatically sets the disposition code for the call based on the call's outcome. Connect uses the disposition code to determine what to do next:
    • Continue to next record.
    • Continue to next call.
    • Stay on current record.

A Salesforce administrator can configure the mapping between call outcomes and disposition codes, and Connect's next action.

Configuring disposition codes for progressive dialing

Documentation

For more information about progressive dialing, see Progressive dialing.

Whisper coaching in Real Time

Whisper coaching is a new mode of supervisor monitoring.

In whisper coaching mode, the supervisor can listen to the conversation between the agent and the customer. The supervisor can speak to and coach the agent live during the call, but the customer cannot hear anything that the supervisor says. If the call is recorded, that the supervisor makes are also recorded.

When a supervisor clicks to monitor a call, they can choose Whisper Coaching.

Initiating whisper coaching

Documentation

For more information about whisper coaching, see Supervisor Monitoring.

New user administration

The Users area of the NewVoiceMedia platform is the new place to manage users, skills and groups. Supervisors can manage users, skills and groups individually, or perform some management tasks on many users at a time. Users provides much of the functionality found in User Access, Real Time, and Skill Management, plus new feaures such as importing multiple users from a CSV file or even a Salesforce account.

Searching users

Importing multiple users from CSV file

Documentation

For information about Users, see User Admin

Queued callbacks

When an inbound call arrives in the NewVoiceMedia platform, NewVoiceMedia routes the call through applets as configured in the interaction plan. Using interaction plan settings, NewVoiceMedia determines which agent or agents can handle the call and estimates when such an agent will be available.

With queued callbacks, NewVoiceMedia can set up a callback to the caller. Setting up a callback enables the caller to hang up their phone rather than waiting for an agent to answer their existing call. When the caller hangs up their phone, NewVoiceMedia does not count the call as abandoned. When an appropriate agent becomes available to handle the call, NewVoiceMedia initiates an outbound call from that agent to the caller. NewVoiceMedia changes the agent's state to Busy Callback.

By default, NewVoiceMedia makes the callback to the original CLID. NewVoiceMedia also maintains both the caller's original waiting time and all skills, agreements, and data sources associated with the call. NewVoiceMedia initiates the callback, therefore, at approximately the same time that the original call would have been answered. NewVoiceMedia routes the call to the same queue as the original call.

Busy Callback state

Documentation

For more information about queued callbacks, see Queued callbacks.

General Data Protection Regulation in NewVoiceMedia

On 25th May 2018, the General Data Protection Regulation (GDPR) took effect in the European Union.

NewVoiceMedia features that support GDPR are already available for use. For information about these features, see General Data Protection Regulation in Vonage Contact Center.

Dashboards

The Dashboards area of the NewVoiceMedia platform contains interactive displays that provide insights into a NewVoiceMedia platform account's activity. The dashboards use near real-time APIs to gather data that allows you to monitor and improve your customer service and sales experience.

Dashboards are made up of various components—widgets—that represent past and current activity in your account. The widgets contain different types of information depending on their configuration.

Example dashboard

Documentation

For more information about Dashboards, see Dashboards.

Multi-language support in Conversation Analyzer

In the previous version, Conversation Analyzer could transcribe calls in English only. In the new version, Conversation Analyzer can transcribe calls in the following languages:

  • American English
  • Australian English
  • British English
  • Danish
  • Dutch
  • French
  • German
  • Swedish

Conversation Analyzer transcribes calls based on the value of Language at the end of the call. Each account has a default language for inbound and outbound calls. This default value can be overridden based on the line on which an inbound call arrived, or based on the callback number associated with an outbound call. Individual call plans can override both line and account language values for inbound calls.

Documentation

For more information about multi-language support in Conversation Analyzer, see Conversation Analyzer.