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- Call summary. The call summary element consists of Call Overview and Call Time Breakdown areas.
- Voice visualization. The voice visualization element is a graphical representation of the recording showing which party spoke and when.
- Event timeline, including call recording (start, pause, resume, stop), transfer, consult, alternate, and hold events.
- A transcript of the recording displaying the words spoken by each party.
- Categorization of the contents of the recording. Categories relate to defined phrases that an agent or customer uses during a call.
Multi-language support
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If ConversationAnalyzerProfile contains no value at the end of the call, Conversation Analyzer cannot categorize the call. |
Conversation Analyzer Analytics
If enabled for your account, you can use Conversation Analyzer Analytics in Salesforce. The Conversation Analyzer Analytics feature analyzes your Salesforce CRM data seamlessly with data from your NewVoiceMedia account and from Conversation Analyzer. This integration provides you more business insights than Conversation Analyzer on its own. You can also gain a better understanding about what conversations are being had and when.
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| Conversation Analyzer Analytics for Salesforce is built upon Salesforce Einstein Analytics. |
To use Conversation Analyzer Analytics, you must have:
- Integrated your NewVoiceMedia account with Salesforce
- Enabled Einstein Analytics in your Salesforce org
- Installed and configured NewVoiceMedia's Advanced Reporting and Statistics package in Salesforce
You can then get started Conversation Analyzer Analytics. For information about getting started with Conversation Analyzer Analytics, see Getting started with NewVoiceMedia Conversation Analyzer Analytics.