Vonage Contact Center can record all inbound and outbound calls. For more information about recording calls, see Call recording.
The Call Recordings area of Vonage Contact Center contains all the call recordings for your account. For information about the Call Recording area of Vonage Contact Center, see Call Recordings.
If enabled for your account, in addition to listening to and annotating a call recording, agents and supervisors can use the Conversation Analyzer.
The Conversation Analyzer includes the following elements:
- 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.
- Event timeline, including call recording (start, pause, resume, stop), transfer, consult, alternate, and hold events.
- 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 call.
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.
Conversation Analyzer can only transcribe calls in one language. If a recording contains speech in more than one language, the transcription produces inaccurate results for the fragments of the call that are in a language other than the tagged language.
How does Conversation Analyzer determine the language of a call?
Each call has an associated data source—Language—that indicates the language of the call. Conversation Analyzer uses the value in Language at the end of the call to determine which transcription profile to use.
If Language contains no value at the end of the call, Conversation Analyzer does not transcribe the call.
The value of Language must be supported by Conversation Analyzer and in the following 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 |
The value of Language is set by a combination of settings. Vonage Contact Center applies these settings in the following order with the next setting overriding the last.
Account default
Each account can have a default language which defines the value of Language at the beginning of the call.
Inbound calls
The value of Language for an inbound call depends on the configuration of the following:
- The line on which the call arrives
- The interaction plan associated with that line
Inbound line
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.
Interaction plan
You can configure one or more applets in your interaction plan to set the value of Language, overriding the value set by the line or the account. The following applets can set the value of Language:
- 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 the language and categorization profile for Conversation Analyzer to use for transcribing and categorizing call recordings.
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.
As the call is routed through such applets in the interaction plan, the applets update the value of Language. If the interaction plan has no applets that update Language, the value is unchanged.
Shimmed calls
If your interaction plan shims a call to another number, the call takes the current value of Language with it. The language of the new line does NOT override the value of Language. However, applets in the new interaction plan CAN override the value of Language.
Outbound calls
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.
If Language contains no value at the end of the call, Conversation Analyzer does not transcribe the call.
Multiple categorization-profile support
Conversation Analyzer supports multiple profiles for categorization.
Conversation Analyzer cannot automatically detect the category profile of a call recording. To properly categorize a transcription of a call recording, the call must be tagged with the correct profile.
How does Conversation Analyzer determine the category profile of a call?
Each call has an associated data source—ConversationAnalyzerProfile—that indicates the categorization profile of the call. Conversation Analyzer uses the value in ConversationAnalyzerProfile at the end of the call to determine which transcription profile to use.
If ConversationAnalyzerProfile contains no value at the end of the call, Conversation Analyzer cannot categorize the call.
The value of ConversationAnalyzerProfile must be a string, no longer than 32 characters. Valid characters are numbers, letters, hyphens (-) and underscores (_).
The value of ConversationAnalyzerProfile is set by a combination of settings. Vonage Contact Center applies these settings in the following order with the next setting overriding the last.
Account default
Each account can have a default categorization profile which defines the value of ConversationAnalyzerProfile at the beginning of the call.
Inbound calls
The value of ConversationAnalyzerProfile for an inbound call depends on the configuration of the following:
- The line on which the call arrives
- The interaction plan associated with that line
Inbound line
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.
Interaction plan
You can configure one or more applets in your interaction plan to set the value of ConversationAnalyzerProfile, overriding the value set by the line or the account. The following applets can set the value of ConversationAnalyzerProfile:
- 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 the language and categorization profile for Conversation Analyzer to use for transcribing and categorizing call 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.
Shimmed calls
If your interaction plan shims a call to another number, the call takes the current value of ConversationAnalyzerProfile with it. The categorization profile of the new line does NOT override the value of ConversationAnalyzerProfile. However, applets in the new interaction plan CAN override the value of ConversationAnalyzerProfile.
Outbound calls
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.
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 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.
To use Conversation Analyzer Analytics, 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
You can then get started Conversation Analyzer Analytics. For information about getting started with Conversation Analyzer Analytics, see Getting started with Vonage Contact Center Conversation Analyzer Analytics.