NewVoiceMedia 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 NewVoiceMedia Vonage Contact Center contains all the call recordings for your account. For information about the Call Recording the Interaction Content area of NewVoiceMediaVonage Contact Center, see Call RecordingsInteraction Content.
| Panel | ||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| ||||||||||||||
|
...
- 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.
...
The value of Language is set by a combination of settings. NewVoiceMedia Vonage Contact Center applies these settings in the following order with the next setting overriding the last.
...
Each account can have a default language which defines the value of Language at the beginning of the call.
| Info |
|---|
| Only NewVoiceMedia Vonage can configure a default language for your account. |
...
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, NewVoiceMedia 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.
| Info |
|---|
| Only NewVoiceMedia Vonage can configure languages for the lines in your account. |
...
- Data Connector applet. To set Language using a Data Connector applet, you must use the Web Service interface and define your interaction definition or template accordingly. For information about using a Web Service interface, see Retrieving data from and sending data to a Web Service.
- Set Data Source applet. For information about using the Set Data Source applet to set Language, see Setting Overriding the language and categorization profile for Conversation Analyzer to use for transcribing and categorizing call audio recordings.
| Note |
|---|
Other features can also use the Language property. Your interaction plan may therefore use other Data Connector or Set Data Source applets to set Language for these features. Make sure that Language contains the correct value for transcribing the recordings at the end of the call. |
...
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.
| Info |
|---|
| Only NewVoiceMedia Vonage can configure languages for the callback numbers in your account. |
...
The value of ConversationAnalyzerProfile is set by a combination of settings. NewVoiceMedia Vonage Contact Center applies these settings in the following order with the next setting overriding the last.
...
Each account can have a default categorization profile which defines the value of ConversationAnalyzerProfile at the beginning of the call.
| Info |
|---|
| Only NewVoiceMedia Vonage can configure a default categorization profile for your account. |
...
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, NewVoiceMedia Vonage Contact Center sets the value of ConversationAnalyzerProfile to the line's profile. If the line does not have an associated profile, NewVoiceMedia Vonage Contact Center uses the default value of ConversationAnalyzerProfile for the account.
| Info |
|---|
| Only NewVoiceMedia Vonage can configure categorization profiles for the lines in your account. |
...
- Data Connector applet. To set ConversationAnalyzerProfile using a Data Connector applet, you must use the Web Service interface and define your interaction definition or template accordingly. For information about using a Web Service interface, see Retrieving data from and sending data to a Web Service.
- Set Data Source applet. For information about using the Set Data Source applet to set the categorization profile, see Setting Overriding the language and categorization profile for Conversation Analyzer to use for transcribing and categorizing call audio recordings.
As the call is routed through such applets in the interaction plan, the applets update the value of ConversationAnalyzerProfile. If the interaction plan has no applets that update ConversationAnalyzerProfile, the value is unchanged.
...
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, NewVoiceMedia 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, NewVoiceMedia Vonage Contact Center uses the default value of ConversationAnalyzerProfile for the account.
| Info |
|---|
| Only NewVoiceMedia Vonage can configure categorization profiles for the callback numbers in your account. |
...
| Note |
|---|
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.
| Info |
|---|
| 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
...
. |