Analyzing a call/voicemail recording
The Interaction Content area of the VCC Admin Portal contains all the call and voicemail recordings for your account.
For information about accessing and opening call and voicemail recordings, see Listening to, viewing, and commenting on interaction content. An analyzed call/voicemail is indicated by a document icon in the Type column in Interaction Content.
How do I analyze a call/voicemail recording?
How do I re-analyze a call/voicemail recording?
If you or your supervisor changes categorization or substitution rules, or both, in your categorization profile, if enabled for your account, you can re-analyze the call/voicemail recording. To do so, open the recording you want to re-analyze and click Re-analyze call. Conversation Analyzer will re-analyze the recording and updated information will be available after a few minutes. You will need to refresh the page.
Sentiment analysis
Re-analyzing the recording does not update the sentiment analysis or AI summary when these features are enabled for your account.
For general assistance, please contact Customer Support.
For help using this documentation, please send an email to docs_feedback@vonage.com. We're happy to hear from you. Your contribution helps everyone at Vonage! Please include the name of the page in your email.