Vonage Contact Center can record all inbound and outbound calls. For more information about recording calls, see Call recording.
The Interaction The Interaction Content area of Vonage Contact Center contains all the call recordings for your account. For information about the Interaction Content area of Vonage Contact Center, see Interaction 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.
- 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.
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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| Only Vonage Contact Center can configure a default language for your account. |
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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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| Only Vonage Contact Center can configure languages for the lines in your account. |
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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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| Only Vonage Contact Center can configure languages for the callback numbers in your account. |
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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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| Only Vonage Contact Center can configure a default categorization profile for your account. |
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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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| Only Vonage Contact Center can configure categorization profiles for the lines in your 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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| Only Vonage Contact Center can configure categorization profiles for the callback numbers in your account. |
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If ConversationAnalyzerProfile contains no value at the end of the call, Conversation Analyzer cannot categorize the call. |
Conversation Analyzer Analytics for Salesforce
If enabled for your account, you can use Conversation Analyzer Analytics for Salesforce. The Conversation Analyzer Analytics for Salesforce feature analyzes your Salesforce CRM data seamlessly with data from your Vonage Contact Center 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 for Salesforce, you must have:
- Integrated your Vonage Contact Center account with Salesforce
- Enabled Einstein Analytics in your Salesforce org
- Installed and configured Vonage Contact Center's Advanced Reporting and Statistics package in Salesforce
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