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Vonage Contact Center can record all inbound and outbound calls. For more information about recording calls, see Call recording.

The Call Recordings Interaction Content area of Vonage Contact Center contains all the call recordings for your account. For information about the Call Recording the Interaction Content area of Vonage Contact Center, see Call RecordingsInteraction Content.

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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
• Categorization of the contents of the recording. Categories relate to defined phrases that an agent or customer uses during a call.
• Event timeline, including call recording (start, pause, resume, stop), transfer, consult, alternate, and hold events.
• Voice visualization. The voice visualization element is a graphical representation of the recording showing which party spoke and when.
• Conversation transcript. 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 callSentiment summary. If enabled for your account, you can see a summary of the sentiment during a call. For information about the sentiment summary, see Sentiment analysis.
• Conversation summary. If enabled for your account, you can request an AI summary of the conversation, including key topics and follow-up actions.

Multi-language support

Conversation Analyzer can transcribe conversations in various languages. Conversation Analyzer cannot automatically detect the language of a call recording. To properly transcribe a recording in the correct language, the call must be tagged with the correct language. The language that the call is tagged with determines the transcription profile that Conversation Analyzer uses.

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Each account can have a default language which defines the value of Language at the beginning of the call.

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Every inbound line in your account can have an associated language. The language configured for an inbound line overrides the account's default language. When a call arrives, if the line has an associated language, Vonage Contact Center sets the value of Language to the line's language. If the line does not have an associated language, the value of Language is unchanged from the account's default language.

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Every callback number in your account can have an associated language. The callback number's language overrides the account's default language. When an agent makes a call, if the outbound call's callback number has an associated language, the value of Language is set to that language. If the callback number does not have an associated language, the value of Language is unchanged from the account's default language.

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Each account can have a default categorization profile which defines the value of ConversationAnalyzerProfile at the beginning of the call.

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Every inbound line in your account can have an associated categorization profile. The profile configured for an inbound line overrides the account's default profile. When a call arrives, if the line has an associated profile, Vonage Contact Center sets the value of ConversationAnalyzerProfile to the line's profile. If the line does not have an associated profile, Vonage Contact Center uses the default value of ConversationAnalyzerProfile for the account.

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Every callback number in your account can have an associated categorization profile. The callback number's categorization profile overrides the account's default profile. When an agent makes a call, if the outbound call's callback number has an associated profile, Vonage Contact Center sets the value of ConversationAnalyzerProfile to the callback number's profile. If the callback number does not have an associated categorization profile, Vonage Contact Center uses the default value of ConversationAnalyzerProfile for the account.

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