Conversation Analyzer in Historical Analytics
Provisioned feature
The feature described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.
Overview
The Conversation Analyzer in Historical Analytics feature adds the Conversation Analyzer dataset and five dashboards to your Vonage Contact Center (VCC). With Conversation Analyzer in Historical Analytics, you can:
Create dashboards that display Conversation Analyzer data in tiles by selecting the Conversation Analyzer (CA) Explore.
Use the five default Conversation Analyzer dashboards as they are, or copy and customize them.
Build your own custom dashboards from scratch.
License capabilities
Capability | Viewer License | Creator License |
|---|---|---|
View default Conversation Analyzer dashboards |
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View custom dashboards with Conversation Analyzer data | ||
Create custom dashboards with Conversation Analyzer data |
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Copy and customize default Conversation Analyzer dashboards | ||
Schedule reports | ||
Use the explore options on tiles |
Prerequisites
Prerequisite | Description |
|---|---|
Historical Analytics license | You must have a Historical Analytics Viewer or Creator license to access dashboards and fields. |
Conversation Analyzer enabled | Conversation Analyzer must be enabled and configured for your account. Contact your Vonage representative to enable it. |
Default dashboards
Conversation Analyzer in Historical Analytics includes five default dashboards. Default dashboards are owned by Vonage and cannot be modified. You can copy a default dashboard and customize it, or build your own from scratch. For more information, see Using Historical Analytics.
Name | Purpose |
|---|---|
Presents conversational insights about category and subcategory occurrences, including usage, trends, and durations for inbound and outbound interactions. | |
Presents insights about agent usage and adoption of categories and subcategories, helping businesses identify which agents are adopting new messaging most effectively. | |
Presents insights about category and subcategory occurrences to help determine whether customer experience is being managed correctly and what may be causing high or higher than average handle time. | |
Provides insights into customer and agent sentiment during conversations across voice and digital channels. | |
Shows projected future category and subcategory usage to help businesses anticipate what will be discussed and where coaching should be focused. |
Fields
Conversation Analyzer (CA) fields capture data about automated speech and text analysis performed on your interactions. Use these fields to build custom reports and dashboards that analyze category matches, agent and customer talk time, sentiment, and conversation quality across your contact center.
With CA fields, you can:
Identify which categories and subcategories are matched most frequently across interactions.
Analyze talk time ratios between agents and customers to identify coaching opportunities.
Detect cross-talk and silence patterns that may indicate call quality or agent performance issues.
Track overall sentiment and sentiment progression throughout calls.
Compare categorization and sentiment results across agents, queues, and interaction plans.
CA fields are available in the Conversation Analyzer (CA) explore only. They are organized into two datasets:
Name | Description |
|---|---|
Each row represents a single interaction analyzed by Conversation Analyzer. Includes:
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Each row represents a single interaction analyzed by Conversation Analyzer. Includes:
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