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Vonage Contact Center routes the interaction (for example, voice, chat) to an agent according to the configuration in your chosen interaction plan. Vonage for Service Cloud Voice now works with our existing External Routing solution.
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In order to achieve this, one routing engine should control all these decisions, and now this is possible. To ensure agents are as effective as possible, it is important items are routed to the appropriate agent based on their capacity and skills. Service Cloud Voice brings digital and voice channels together into a single agent experience allowing agents to accept different work items all from the Salesforce Omni-Channel widget. Salesforce Service Cloud Voice External Routing for Service Cloud Voice Link screen recordings to Conversation Analyzer.Provide central control of whose screens are recorded.Set permissions on who can view screen recordings.Easily identify which calls have just audio and/or transcription and/or screen recordings.
#Does express talk work with vonage download#
Download audio and video in a single file.Enable playback of multiple screens at once.Synchronize desktop activity with audio recordings.Record one, two, or all of the screens attached to the computer that the agent is using, not just browsers or applications.Identify coaching opportunities to improve call efficiency.Screen Recording enables your business to achieve the following: Screen Recording has already been released and this desktop application is an enhancement. This improves quality management capabilities, making it easy to identify inefficiencies. Screen Recording allows supervisors and quality managers to understand what agents were doing on their desktops during the call, and to listen to the call. Overall, these improvements provide users visibility of when an agent is queuing, if the agent gives up and recalls the customer, and finally if the agent transfers the customer into the queue part way through the queuing period. If you select Offered or SLA metrics within the ‘Queues’ data type, you can include or exclude interactions that the agent transferred to another queue. Within Dashboards, this change is accompanied by: Six new metricsĪ new queuing party filter of the Queue widget type. The Agent Consult to Queue modelling improvements guide in Insights Stats API provides further details on how the change affects the API model. The improved reporting for queue consults provides visibility of agent queuing activity within Dashboards, Salesforce Advanced Reporting and the Insights Stats API. Vonage enables agents to consult into an interaction plan and queue on a customer’s behalf. Some of the previous feature names presented in the menu were renamed and can be found in the new place on the list. Only features available in your account appear in the menu. The number of features that are available in the menu depends on your account configuration. Top level features include features such as ContactPad, Real Time, Dashboards, User Admin, Interaction Content. The top level menu is based on the most frequently used features. Features nested in the top level item are ordered alphabetically. For example, Account Settings top level menu contains following features: API Credentials (formerly API Admin), Configuration (formerly System Settings), Data Retention. Enabled features from similar domains are grouped together and displayed under the top level menu. With the new tree structure menu, the number of top level items can be reduced by half.
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To improve user experience and make it easier to navigate, we have introduced the tree structure menu.