If Advanced Reports If Advanced Reports and Statistics is enabled and configured for your account, you can use Conversation Analyzer in Salesforce.
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- For inbound calls, use the NVM Analytics Summary layout
- For outbound calls, use the NVM Analytics Outbound Summary layout
- For internal calls, use the NVM Analytics Internal Summary layout
The top section of the page layouts embeds Vonage Contact Center's Conversation Analyzer into an NVM Call Summary record. For information about the contents of Conversation Analyzer, see Conversation Analyzer.Insert excerpt _ExcerptQMPermissions _ExcerptQMPermissions nopanel true
Other sections on the page layouts are customized for the call type, containing only the fields that are relevant to those calls.
When you or an agent views a NVM Call Summary record, Conversation Analyzer for the related call appears. You can see Conversation Analyzer in the Conversation Analyzer section of the record.
How do I retrieve call recording analytics data or transcripts, or both, using Advanced Reporting and Statistics?
As well as retrieving call summary and agent state statistics, Advanced Reporting and Statistics can retrieve call recording analytics data from Vonage Contact Center. Advanced Reporting and Statistics can also retrieve call recording transcripts. Advanced Reporting and Statistics stores the additional data in fields on the NVM Call Summary object.
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- Go to Setup in Salesforce.
- On the left-hand side of the Salesforce window, in the Quick Find field, type 'Installed Packages'.
- In the filtered list of items, click Installed Packages. Installed Packages appears.
Locate and click NVM Advanced Reporting. NVM Advanced Reporting (Managed) appears.
Alongside Post Install Instructions, click View.
In the Global Settings and Mappings
sectionsection, in Flags, type 'SPEECH'.
Click Save All. Fetch Analytics and Fetch Transcript check boxes appear inInfo title Optional flags You can add optional flags CAROWS and CA(0). For information about these flags, see Flags CAROWS, CA(0) later in this page. Click Save All. Fetch Analytics and Fetch Transcript check boxes appear in the Channels section.
- Alongside each channel, select check boxes as required:
Fetch Analytics. Select the Fetch Analytics check box to retrieve and store the following data:
Data to retrieve Fields to store data in Notes Category and subcategory data Custom category and subcategory fields.
Because you can customize categories and subcategories, you must create the fields yourself. For information, see Creating custom fields for categories and subcategories later in this page.
Info Matched categories also appear in the Categories (NVMStatsSF__Categories__c) field. If you do not provide all related category and subcategory fields, Advanced Reporting and Statistics reports an error and does not retrieve applicable category and subcategory data.
Percentage of agent talk time Agent Percent (NVMStatsSF__Agent_Percent__c)
Fields appear in the Caller and Agent Related section. If the field do not appear, add them to the relevant NVM Call Summary page layouts.
Percentage of talkover time Crosstalk Percent (NVMStatsSF__Crosstalk_Percent__c)
Percentage of customer talk time Customer Percent (NVMStatsSF__Customer_Percent__c)
Percentage of silence time Silence Percent (NVMStatsSF__Silence__c)
Level of confidence Confidence (NVMStatsSFConfidence__c) Language of call Language (NVMStatsSFlanguage__c) Sentiment summary and scores Sentiment (NVMStatsSF__Sentiment__c) Field appears in the Information section in the Vonage Call Summary object if sentiment analysis is enabled for your account. If the sentiment field does not appear, add it to the relevant NVM Call Summary page layouts. - Fetch Transcript. Select the Fetch Transcript check box to retrieve call recording transcripts. The transcript is stored in the Call Transcription field and is searchable within Salesforce.
- Click Save All. Next time a transaction runs, it uses the new settings and retrieves additional analytics data. Advanced Reporting and Statistics populates NVM Call Summary record fields as appropriate.
Creating custom fields for categories and subcategories
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Flags CAROWS and CA(0)
From Advanced Reporting version 2.84 onwards, you can add CAROWS and CA(0) flags. These flags provide the following benefits:
- CA(0). By default, the package waits 3600 seconds between Vonage Call Transcription, Categorization, and pulling the resultant data into Salesforce. CA(0) instructs the package to override the default wait of 3600 seconds with 0 seconds. Because Conversation Analyzer data is checked every 15 minutes, this will typically load the analytics data into your org 1–16 minutes after the data analysis is completed. You may use other values but 0 is recommended.
CAROWS. This flag instructs the package to create child Conversation Analyzer Insights records under a Vonage Call Summary record. A Conversation Analyzer Insights record is created for each combination of category or subcategory matches for each call. This avoids the need to create custom fields for categories and subcategories.
Info 2 kB of Salesforce data storage is consumed by each row. The maximum number of rows created for each call if all your defined Conversation Analyzer categories are matched at least once is: number of categories x number of subcategories.
Example Conversation Analyzer Insights data
Creating custom fields for categories and subcategories
If you choose to retrieve call recording analytics data from Vonage Contact Center, you can create custom category and subcategory fields on the Vonage Call Summary in which to store that data. (The Advanced Reporting and Statistics managed package provides custom fields to store other analytics data.) Each category and subcategory can have a corresponding field.
We recommend that you create a custom checkbox field for each category and a number field for each subcategory that you have configured for the Conversation Analyzer feature. Set Field Name—as referenced by APIs—for the fields using the following format:
- Categories: Category__c
- Subcategories: Category_subcategory__c
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