Autumn 2022

We are excited to update you on our Autumn 2022 release.

Here you'll find details of our further improvements to the Insight voice analytics platform, our new language support for Service Cloud Voice, as well as the benefits you'll get by updating to the latest version of the Natterbox App.

The Natterbox App

For the Autumn release, we have been focused on a number of incremental improvements to the Natterbox App, to improve speed and reliability. A summary of the main updates are below:

• Updated the sounds admin page so that it can display more than 1000 results
• Fixed an issue where it was not possible to delete sound files
• Improved support for Freedom for Salesforce on M1 powered Macbooks. This resolves a crash scenario that some customers were seeing on M1 machines
• Fixed an issue where missed calls did not always pop up in Freedom for Salesforce
• Fixed an issue where Availability reports would sometimes show a negative number for the amount of time an agent has been in an availability state
• Fixed an issue where the reports would sometimes erroneously show that a call was hung up because the user was busy
• Fixed an issue where it was not always possible to delete an Availability profile from the Admin Home Page
• Fixed an issue where some call recordings were of a lower quality.

Freedom Mobile

We are excited to announce that the Autumn 2022 release brings significant improvements to the Freedom Mobile User interface as a big update to the underlying communication platform to ensure smoother calls in a greater variety of scenarios.

Improvements:

• Added Timestamp of calls in the Recent Calls page. A user can now easily tell when a phone call happened
• Added a warning message when the user connection is below a 4G connection, highlighting that they might experience low call quality.

Bug fixes:

• Several issues were fixed whereby a user wouldn't be able to answer an inbound call that came in via a call queue
• An issue was fixed whereby the user would experience no audio or one-way audio during a call
• There was an issue fixed in which an inbound call from a call queue would bounce between two users on Freedom Mobile who did not/could not answer
• Fixed an issue whereby a call would be dropped on momentary loss of wi-fi signal
• An issue was fixed whereby the user would sometimes not be able to answer a phone call while the device was in sleep mode
• Fixed an issue whereby the app would crash if the other person in the call would press the telephone's touch keys
• Fixed an issue whereby Contact Names wouldn't display if the telephone was in sleep mode, or the app has not been used in a while
• Fixed an issue whereby, when receiving a call, the app would automatically open, even though the user did not answer the call
• Fixed an issue whereby the user couldn't use the Back function while having a call on HOLD
• Fixed an issue whereby, when navigating through the Settings page, the interface would highlight the Home button instead
• Fixed an issue whereby, from the Settings menu, a user could open two dropdowns simultaneously, overlapping each other
• Fixed an issue whereby the new voicemails list wouldn't update correctly. Also, users can now easily tell which voicemails were not opened before
• Fixed a glitch whereby blank space could appear in multi-select picklists
• Fixed an issue whereby the Make a Call page would be corrupted and contact names would appear as "U"s.

How can I take advantage of these updates?

In order to benefit from the latest updates and bug fixes, you will need to be on the latest version of the Natterbox App and Mobile App. Check out our page on How to Upgrade.

Service Cloud Voice

New Transcription engine

We have now migrated the Service Cloud Voice service over to using a new transcription engine, and with it we have also expanded the list of available languages for the dynamic transcription, We now offer the ability to transcribe your calls into the following languages:

• English
• Spanish
• French
• German

Note that all these languages are not regional based, they work at a generic level and aim to best transcribe all accents into the selected language.

It will be possible to control the transcription language at three levels:

• Per Org - which is beneficial if an entire office all speaks the same language
• Per User - which is beneficial if just a select few users speak a different language to the rest of the Organization
• Per Routing Policy - which is beneficial if there are multiple offices which speak different languages OR there are teams within the Organization which are multilingual, as language can be switched based upon the number dialed

Other improvements in this release:

• A fix to calls becoming occasionally cut off when running multiple instances of Omni-Channel. This caused aggravation as there would be no indicator that a call may suddenly come to an end
• A fix to multiple instances of the Webphone opening up when running multiple instances of Omni-Channel. This caused distraction to agents as the Webphone popup would continue to duplicate over the course of a day
• A fix to the Service Cloud Voice service becoming disabled when removing an Service Cloud Voice license from an agent. This resulted in a lot of time wasted as it stopped the service for all users with an organization once this license change was made
• A fix to being unable to transfer to certain Contacts in Salesforce due to how the data was formatted on the Salesforce record. This caused trouble for agents who needed to transfer calls but would be faced with failures with no indicator as to why
• A fix to prevent users from being enabled with Freedom and Service Cloud Voice at once, as only one will ever work at a given time. This also resulted in a lot of time wasted as it would appear certain users couldn't use the Service Cloud Voice service.

FAQS

Where can I find out more information about how to use Service Cloud Voice?

Our admin guide for Service Cloud Voice is HERE.

I can't see the new language settings. Why is that?

Please make sure that you have updated to the latest version of the Natterbox platform. Details on how to find out what version you are on now and how to update to the latest version are here.

Will the new multi-language transcription cost me more money?

No, all updates are provided as part of your existing Natterbox license fee.

I've changed my transcription language but nothing happened

Within the Natterbox platform, we are using new transcription engines to supply the real time voice transcription in Service Cloud Voice. All customers that joined us from September 26th 2022 onwards will automatically get these new engines and access to the new languages. For our existing customers, we will be moving accounts over during the month of October 2022 and, by the end of October, all our existing customers will be on the new multi-language platform. If you would like to take advantage of the new multi-language transcription earlier, please contact your Customer Success Manager to be moved over to the multi-language transcription engine.

Insight

We brought you some great new additions to the Insight platform with our Summer 2022 release, and we're delighted to present you with our next round of improvements here!

Insight Player Loading Improvements

You'll now see that the keywords, categories, notes, and transcript load much faster than they did before, and you're able to interact with these even while the audio is still loading.

You'll also now see two separate loading indicators to make it clear how far the text components (horizontal indicator) and audio components (circular indicator) are through the loading process.

Category Details

To make it easy to see at a glance why a call has been flagged, we've now introduced a category details column on the Insight Search screen that shows every category that has been activated, as well as the number of times it was activated.

This column shows up to six categories that have been activated. If more than six were activated, clicking on the three dots in the blue circle opens up a box that shows all categories.

Call Rating Scores

We've introduced Call Rating columns on the Insight Search screen, so users can quickly see what ratings a call has received. We also now have an Overall Rating that averages the scores across the four rating types:

Insight Notification Panel Pop-up

The Insight Notification Panel now pops up - with a red box also around the notification - to alert the user when they have a new notification.

Other improvements and bug fixes in this release:

• Users can now choose to show / hide all columns on the Insight Search screen to have complete control over how they view this part of the platform
• We now display the specific amount of time the parties have spent on each section of their call in the Call Summary tab. This makes the data more meaningful, particularly when looking at calls of significantly different duration
• Clicking on a note in the Notes window takes the User to that part of the transcript so they don't have to scroll to find the relevant section
• Loading bar no longer appears twice so there is no confusion to the user about when the Insight Player has completely loaded
• Record and Analyse component "Disable Insight for this call" now works as intended.

FAQS

I'm ready! What do / my users need to do to see the new changes?

Check our How to Upgrade page.

Where can I find out more information about how to use Insight?

Please find our admin guides for Insight here.

I don't have Insight - what is it and how can I find out more about it?

Insight is an employee training tool, embedded inside Salesforce, that enables Team Leaders to:

• Understand which calls to listen to, as well as which sections of those calls, to identify opportunities for employee recognition and coaching
• Identify key favorable criteria, such as an employee's company-standard greeting, an offer to help, and specific product terminology
• Identify concerning negative language used by the customer, such as complaints about customer service, or a request to cancel their contract
• Quickly recognise calls where employees neglect to discuss important information
• Share notes between Team Leaders and employee

If you're interested to learn more, please speak with your Customer Success Manager.