Winter 2022

In time to pop it into your Christmas stocking, the Natterbox Winter 2022 release is here!

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.

Natterbox App

Access to new Salesforce objects from the Natterbox Routing Policy

Querying data from Salesforce and using it to make real-time decisions on the customer journey is at the heart of what Natterbox does. Natterbox is continually improving the depth and scope of data that it can reach within Salesforce. With Winter 2022 comes a major update to our data query platform that now gives access to over 300 new Salesforce objects. This allows much more data to be used when making routing decisions. As always, all of you custom objects are still fully supported by the platform.

This update applies to the Query, Update and Store components in the Natterbox routing policies. The full list of available objects are here. 

Skills Access from Groups

With Winter 2022, it is now possible to delegate the ability to edit skills to team leaders. This allows team leaders to autonomously update agents skills without the need to involve the administrators, streamlining the process.

Other improvements in this release

• Fixed an issue where a user with ‘Basic’ permissions could access some admin functions with the Natterbox dial list.
• Updated the Natterbox logo to the latest iteration.
• Fixed an issue where Natterbox admins could not add themselves to groups. It is now possible for administrators to add themselves to groups.

FAQS

I can’t see any of these awesome new updates. Whats going on?

You will need the latest version of the Natterbox app. Check out our How to Upgrade page here.

What Salesforce objects can I now access from the Natterbox Routing Policies?

Full list is here.

Contact Center

Natterbox Auto-Answer

You can now boost your inbound agents’ productivity by configuring their call queue calls to be automatically answered using Freedom for Salesforce, Freedom Web or a Yealink phone supplied by Natterbox. Settings in the Call Queue component enable you to choose how long the call will ring before being automatically answered, whether the Agent can reject the call or not as well as what ringing tone they will hear.

Wallboards - No Devices alerts

Previously if an Agent did not have a registered device, the No Devices alert would appear for 60 seconds following the first successful attempt to deliver a call and would then disappear. The fact that the warning disappeared meant that it was very hard for contact centre supervisors to keep track of who was not available for calls. This alert now remains until the Agent has a registered device and is animated to make it easier to spot.

On top of this, we have added a Mobile App offline alert. This will show when an agent's only device is the Natterbox Mobile App and we were unable to contact the app the last time we attempted to send a call to it.

Finally, a new alert is displayed in the wallboards when a call was made to an Agent, but they failed to answer. This gives a prominent visual queue to contact centre supervisors when agents are not picking up calls that have been sent to them.

Other Wallboard features included in Winter 2022.

• Callback calls were being counted as abandoned calls in the Queue Status statistics in the Wallboards. This has been resolved and callbacks are no longer counted as abandoned calls.
• Updated callback displays on the Natterbox wallboards The Callback requested flag now persists on Wallboard once callback has been answered.

Callback features

Natterbox has made a lot of improvements to the way callbacks work in the contact centre as part of Winter 2022.

The growing popularity of our callbacks system means that we have made a number of configuration updates to help tailor callbacks to your needs.

There are two new configuration options in the Callback tab of the Call Queue component in routing policies. These give you greater flexibility to choose between one to five callback attempts as well as to define the wait time in hours, minutes and seconds in between each attempt (up to a maximum of 24 hours) to give Agents the best chance of successfully reaching your customers.

Other Callback features in Winter 2022.

• Callback calls were being counted as abandoned calls in the Queue Status statistics in the Wallboards. This has been resolved and callbacks are no longer counted as abandoned calls.
• Full international support. Callers can now add country codes to their callback number.
• Updated callback displays on the Natterbox wallboards The Callback requested flag now persists on Wallboard once callback has been answered.
• There is no longer any way for agents to be presented with another call when they are on a callback call.
• The Natterbox call reports have new fields to report on the following:
• The number the caller wished to be called back on.
• Callback that got connected to the customer
• Callback where Agent hangs up the call when customer’s device was ringing
• Callback where Agent hangs up the call when voicemail is getting played back
• Callback where Agent hangs up the call when announcement is getting played back

FAQS

My Wallboards look different to the ones in the screenshots above. How do I get the awesome looking new Wallboards?

If you are using wallboards with a black background, you are likely still on Wallboards version 1. To take advantage of the new functionality here, you will need to upgrade to Wallboards version 2. Good news! This is a free upgrade. Simply go to the ‘Wallboards’ tab in the Natterbox App within Salesforce and you will see the new wallboards home screen. There is even a ‘Migrate my old Wallboards’ button so that you can easily move from Wallboards v1 to Wallboards v2. For more information on upgrading to Wallboards v2, please contact your customer success manager.

Can I have callbacks in languages other than English?

Yes this is supported but it is a change that must be implemented by Natterbox. Please contact your customer success manager for more information on how to set this up.

What Devices will Auto Answer work on?

Auto Answer will work on Freedom for Salesforce and Freedom Web (using the Natterbox webphone or Yealinks supplied by Natterbox). Auto answer is not compatible with Freedom Mobile.

Does Auto Answer work with Service Cloud Voice?

Not today but this is on the Natterbox roadmap.

Does Auto Answer work with the Natterbox Chrome Plugin?

The Natterbox Chrome plugin does not currently have a user interface to display auto answer information to the agent. However, this will be coming in Q1 2023.

Service Cloud Voice

The ability to update Voice Call objects from a Routing Policy

Using the query and update record components from the Natterbox Routing Policy, it's now possible to query and update the Salesforce Voice Call object. This can allow you to enhance the routing of your calls, improve reporting and, most importantly, provide information to your agents ahead of them accepting calls from the Salesforce Cloud Voice service (Screen Popping).

Ability to link data between Voice Call and Natterbox Call reports.

Blending reporting with all your contact centre data across multiple channels is at the heart of Service Cloud Voice. With the Winter 2022 update, Service Cloud Voice records are now directly linked to Natterbox Call Reporting records. This means that you can quickly and easily create reports that mix all the Service Cloud Voice data with the wealth of Natterbox Data. For example a report can now be made on voice call objects but can now include all the call queue information those calls routed through using the data from the call reporting object.

SCV now supports 24 additional languages for dynamic transcription

For the Autumn release, we gave you 4 new transcription languages. For Winter 2022, we have added another 24! Service Cloud Voice powered by Natterbox is now available to transcribe conversations in real time in over 24 languages.

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 Organisation
• Per Routing Policy - which is beneficial if there are multiple offices which speak different languages OR there are teams within the Organisation which are multilingual, as language can be switched based upon the number dialled

With the additional dialects you can ensure your calls are being transcribed with the most optimal level of accuracy. For example if you have an office in the UK and an office in the US, you can configure your routing policy so that agents are always set to use the dialect specific to their region based upon the number being dialled e.g. English (UK) & English (US).

The full list of available languages is:

• Chinese
  • Chinese (China)
  • Chinese (Taiwan)
• Dutch
• English
  • English (Australia)
  • English (India)
  • English (New Zealand)
  • English (UK)
  • English (US)
• French
  • French (France)
  • French (Canada)
• German
• Hindi
  • Hindi (Roman Scripts)
• Indonesian
• Italian
• Japanese
• Korean
• Portuguese
  • Portuguese (Brazil)
  • Portuguese (Portugal)
• Russian
• Spanish
  • Spanish (Spain)
  • Spanish (Latin America)
• Swedish
• Turkish
• Ukrainian

Other improvements in this release

• Fixed an issue whereby concurrent transcriptions would back up and not be processed in a timely manner
• Fixed service calls to voicemail not allowing DTMF via the SCV keypad
• Fixed an issue whereby call recordings could not be played back via the Voice Call object in Salesforce
• If there is an error on a call, the error message is now written to the Voice Call object.
• Added support for Salesforce Domain changes
• Einstein next best action now works on the transcription right up to the end of the call. Previously, next best action would not fire on anything said in the last few seconds of the call.
• The language that the call was transcribed in is now logged in the Voice Call object so that it is easy to run reports on the common languages used in your contact centre.

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 licence fee.

How do I create blended reports with Voice Call and Natterbox Call Reporting Data?

Check out the admin guide HERE for more information.

What can I do with access to the Voice Call in the Natterbox routing policies?

Check out the admin guide HERE for more information on how this feature can be used.

Insight

Insight Transcription Download

It is now possible to download transcripts of calls directly from the Insight Search page, allowing you to keep a copy of the transcripts outside of Salesforce.

Team Leaders can now choose to download up to 50 call transcripts at a time from the Insight Search screen.

Having selected the calls whose transcript they want from a new column on the left side of the screen, they then click "Download transcript", which saves their selection in a zip file.

Each transcript is saved as a text file and is named by its call time and Insight record number. Each file shows all call details, such as Insight Name and UUID as well as the contents of all columns (e.g. Duration, Call Ratings, and Category Details). The transcript itself is displayed line by line, split out by Customer and Agent.

Other improvements in this release

Reduced the number of columns when you first navigate to the Insight Search page to make it much easier to view.

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?

Here is the link to our Insight guides.

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 favourable 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 employees

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