Conversation Analyzer

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.

1 Overview
2 Prerequisites
3 Analysis components
4 Language determination logic
- 4.1 Supported language formats
5 Profile determination logic
- 5.1 Profile data requirements
6 Data source logic
7 Channel-specific constraints
8 Integrated insights

Overview

Conversation Analyzer (CA) is an automated speech and text analytics tool that processes both inbound and outbound interactions across all Vonage Contact Center channels. It converts voice to text and scans digital messages to identify keywords, sentiment, and compliance risks, providing a unified view of customer experience.

Conversation Analyzer provides a consistent analysis experience across:

Voice: Calls and voicemails. For more information, see Analyzing voice interactions and voicemail recordings.
Digital: Email, SMS, WhatsApp, and webchat. For more information, see Analyzing digital interactions (webchat, SMS, WhatsApp, and email).

The Interaction Content area of Vonage Contact Center contains all the call recordings for your account. For more information, see Interaction Content.

Prerequisites

Conversation Analyzer must be enabled for your account.
Analyzing digital interactions must be enabled for your account.
Agents must have the following switches enabled in their User Admin settings:
- Conversation Analyzer for chats: Set to Yes for chat and email interactions to be analyzed.
- Transcribe calls: Set to Yes for voice interactions to be analyzed.
The Call Recording applet must be placed before the TakeMessage or Voicemail applet in your interaction plan for voice.

Analysis components

When an interaction is analyzed, you can access the following in the Interaction Content player:

Intelligent Categorization: Categories and subcategories are identified based on the profiles defined in the Category Editor. The UI automatically sorts identified categories to the top for faster review.
Transcript & Highlights: A full text record of the interaction with category-specific keyword highlighting.
Visual Timelines:
- Voice: Shows agent talk, customer talk, silence, and talkover.
- Digital: A chronological timeline of message events and detected insights.
Sentiment: Includes sentiment progression graphs for eligible interactions. For more information, see Sentiment analysis.
AI Insights: Includes AI-generated summaries (including key topics and follow-up actions) for eligible interactions. For a call to be eligible for an AI Summary, it must have at least 10 seconds of talk time.

Language determination logic

Conversation Analyzer cannot automatically detect the language of an interaction. To ensure accurate transcription and analysis, every interaction must be tagged with a supported language code. The system uses the value stored in the Language data source at the end of the interaction to select the appropriate transcription profile.

Language limitations

Conversation Analyzer processes interactions in one language only. If an interaction contains multiple languages, only the fragments matching the tagged language will be accurately transcribed.
If the Language field is empty at the end of the interaction, no analysis will occur.

Supported language formats

The Language data source must contain a supported code in the specific ISO format (e.g., ll-cc).

Supported language	Required format

Supported language	Required format
Arabic	ar-sa
Bashkir	ba-ru
Basque	eu-es
Belarusian	be-by
Bulgarian	bg-bg
Catalan	ca-es
Croatian	hr-hr
Czech	cs-cz
Danish	da-dk
Dutch	nl-nl
English (Australia)	en-au
English (United Kingdom)	en-gb
English (United States)	en-us
Estonian	et-ee
Finnish	fi-fi
French	fr-fr
Galician	gl-es
German	de-de
Greek	el-gr
Hindi	hi-in
Hungarian	hu-hu
Indonesian	id-id
Italian	it-it
Japanese	ja-jp
Korean	ko-kr
Latvian	lv-lv
Lithuanian	lt-lt
Malay	ms-my
Marathi	mr-in
Mongolian	mn-mn
Norwegian	no-no
Polish	pl-pl
Portugese	pt-pt
Romanian	ro-ro
Russian	ru-ru
Slovakian	sk-sk
Slovenian	sl-si
Spanish	es-es
Swedish	sv-se
Tamil	ta-in
Thai	th-th
Turkish	tr-tr
Uyghur	ug-cn
Ukrainian	uk-ua
Vietnamese	vi-vn
Welsh	cy-gb

Ensuring transcription accuracy

Always ensure that your interaction plan correctly captures the language before the interaction ends.
If your plan allows for language switching (e.g., "Press 2 for Spanish"), a Set Data Source applet must update the Language tag to es-es to ensure Conversation Analyzer uses the correct transcription engine.

Profile determination logic

Conversation Analyzer cannot automatically detect which category profile to apply to an interaction. To ensure the correct business rules and keywords are used, every interaction must be tagged with a profile name. The system identifies this using the value stored in the ConversationAnalyzerProfile data source at the end of the interaction. For more information, see Category Editor for Conversation Analyzer.

No profile, no analysis

If the ConversationAnalyzerProfile field is empty or set to an incorrect value at the end of the interaction, Conversation Analyzer will not transcribe the audio or perform any analysis.

Profile data requirements

To be recognized by the system, the profile name must meet the following technical criteria:

Format: Must be a string.
Length: No longer than 32 characters.
Allowed Characters: Numbers, letters, hyphens (-), and underscores (_).

Verifying profile configuration

If an interaction is showing "undefined" for the profile in the player metadata, check the interaction plan.

If you are using a Set Data Source applet, ensure that:

The variable name is exactly ConversationAnalyzerProfile (case-sensitive).
The Set Data Source applet is triggered before the interaction ends.

Data source logic

VCC determines the final values for both Language and ConversationAnalyzerProfile at the exact moment an interaction ends. Because these tags are dynamic, they can be changed as a conversation progresses.

This hierarchy applies to both voice and digital interactions, and covers:

Account defaults
Inbound line or callback number settings
Interaction plan applets (Set Data Source or Data Connector)

Settings configured by Vonage

Certain foundational settings can only be configured by Vonage:

Setting the Account Default Language or Categorization Profile.
Associating specific Languages or Profiles with inbound lines or callback numbers.

Priority hierarchy

Tag override hierarchy

This priority hierarchy applies identically to both the Language and ConversationAnalyzerProfile data sources.

Priority	Logic step	Behavior
1 (highest)	Interaction plan applets	Overrides all others. Values set via Set Data Source or Data Connector are the final tags used for analysis.
2	Inbound line or callback number	Overrides the Account default. Tags are determined by the specific phone number or digital entry point used.
3 (lowest)	Account default	This is the initial value at the start of an interaction if no other overrides exist.
Special case	Re-routed interactions	If an interaction is routed to another number or a different interaction plan: It carries the current value of the tags with it. The language or profile of the new line does not override the existing values. However, any applets in the new interaction plan (Priority 1) can still override the tags.

Example: The "Global Support" scenario

The following table illustrates how a tag evolves as a call moves through the system. In this example, a French-speaking customer calls a company whose default language is English.

Interaction stage	Component	Setting applied	Resulting tag	Logic explanation

Interaction stage	Component	Setting applied	Resulting tag	Logic explanation
Start	Account Default	English	English	As the call enters the system, VCC opens a data record and applies the global Account default setting (Priority 3).
Entry	Inbound Line (Paris)	French	French (Priority 2 overrides 3)	The system identifies the specific Paris phone number dialed. This Priority 2 setting immediately replaces the Account default.
Routing	IVR Applet	French-Canadian	French-Canadian (Priority 1 overrides 2)	The customer selects "Canada" in the IVR. The Set Data Source applet triggers a Priority 1 override, which is the highest authority.
End	Final Value	—	French-Canadian	At the moment of hang-up, the system "locks" the most recent Priority 1 value into the final analytics report.

Key Takeaway

The final data reflected in your analytics is always the "highest priority" value assigned during the interaction's lifecycle.

Inbound line vs outbound interactions

The source of an interaction determines how the initial Language and Profile tags are applied before the interaction plan takes over.

Interaction type	Trigger point	Description	Override behavior
Inbound	Inbound Line	The phone number or digital entry point used by the customer.	If the line has an associated language/profile, it overrides the Account Default.
Outbound	Callback Number	The "Caller ID" selected by the agent when initiating the call.	If the callback number has an associated language/profile, it overrides the Account Default.

Channel-specific constraints

Feature	Voice	WhatsApp, chats, and webchats	Email
Duration Limit	First 120 minutes
Content Scanned	Audio stream	Message text	Subject & Body text only
Attachments analyzed?	N/A

Integrated insights

Conversation Analyzer data is seamlessly integrated into your broader reporting ecosystem.

In Historical Analytics, you can perform high-level trend analysis and monitor agent performance across 100% of your interactions. For more information on reporting and trend analysis, see Conversation Analyzer in Historical Analytics.
If you use Salesforce, transcription data, sentiment, and categories are synced directly to your CRM records, providing a unified view of the customer journey and enabling advanced reporting within Salesforce dashboards. For more information on CRM integration, see Conversation Analyzer in Salesforce.