When an agent makes or receives a call, if call recording is enabled and configured, the agent can record the call. For information about recording calls, see Call recording. Call recordings are stored in Interaction Content within Vonage Contact Center. For information about Interaction Content, see Interaction Content.
To access the call recordings, you must log in to NewVoiceMedia and locate the recording in Call Recordings. Alternatively, you can configure the NVM Call Summary object to display the call recording player within Salesforce.
If enabled for your account, Conversation Analyzer enriches the call recording player experience. Conversation Analyzer adds the following features:
- Voice visualization
- Event timeline
- Transcript of the recording
- Categorization of the contents of the recording
- Transcript confidence score (High/Medium/Low)
For information about Conversation Analyzer, see Call Recordings.
If the Conversation Analyzer feature is not enabled for your account, you can use call recording annotation. For information about configuring call recording annotation, see Configuring call recording annotation in Salesforce.
If enabled for your account, to use the conversation anaylzer feature in Salesforce, you must perform various configuration tasks.
How do I make the Conversation Analyzer available in Salesforce?
To see the Conversation Analyzer components in NVM Call Summary records, change the page layout that the NVM Call Summary object uses:
- For inbound calls, use the NVM Analytics Summary layout
- For outbound calls, use the NVM Analytics Outbound Summary layout
- For internal calls, use the NVM Analytics Internal Summary layout
The top section of the page layouts embeds NewVoiceMedia's Conversation Analyzer into an NVM Call Summary record. For information about the contents of the Conversation Analyzer, see Call Recordings.
You must be logged in to the VCC Admin Portal for the Call Recording Player, Call Recording Annotation or Conversation Analyzer page to be displayed.
You must have permission to view call recordings inside ContactWorld. If you do not have permissios, an error indicating that the recording was not found appears.
You must have the ContactWorld Agent or ContactWorld Supervisor permission sets to view this page. If you do not have the required permission set, a Salesforce permissions error appears. For information about Salesforce permissions, see ContactWorld Agent permissions and ContactWorld Supervisor permissions.
Other sections on the page layouts are customized for the call type, containing only the fields that are relevant to those calls.
When you or an agent views a NVM Call Summary record, the Conversation Analyzer for the related call appears. You can see the Conversation Analyzer in the Conversation Analyzer section of the record.
How do I retrieve call recording analytics data or transcripts, or both, using Advanced Reporting and Statistics?
As well as retrieving call summary and agent state statistics, Advanced Reporting and Statistics can retrieve call recording analytics data from NewVoiceMedia. Advanced Reporting and Statistics can also retrieve call recording transcripts. Advanced Reporting and Statistics stores the addition data in fields on the NVM Call Summary object.
To retrieve call recording analytics data or transcripts, or both, perform the following steps:
- Go to Setup in Salesforce.
- On the left-hand side of the Salesforce window, in the Quick Find field, type 'Installed Packages'.
- In the filtered list of items, click Installed Packages. Installed Packages appears.
Locate and click NVM Advanced Reporting. NVM Advanced Reporting (Managed) appears.
Alongside Post Install Instructions, click View.
- In the Global Settings and Mappings section, in Flags, type 'SPEECH'. Click Save All. Fetch Analytics and Fetch Transcript check boxes appear in the Channels section.
- Alongside each channel, select check boxes as required:
Fetch Analytics. Select the Fetch Analytics check box to retrieve and store the following data:
Data to retrieve Fields to store data in Notes Category and subcategory data Custom category and subcategory fields.
Because you can customize categories and subcategories, you must create the fields yourself. For information, see Configuring Conversation Analyzer in Salesforce#Creating custom fields for categories and subcategories.
Matched categories also appear in the Categories (NVMStatsSF__Categories__c) field.If you do not provide all related category and subcategory fields, Advanced Reporting and Statistics reports an error and does not retrieve applicable category and subcategory data.
Percentage of agent talk time Agent Percent (NVMStatsSF__Agent_Percent__c)
Fields appear in the Caller and Agent Related section.
Percentage of talkover time Crosstalk Percent (NVMStatsSF__Crosstalk_Percent__c)
Percentage of customer talk time Customer Percent (NVMStatsSF__Customer_Percent__c)
Percentage of silence time Silence Percent (NVMStatsSF__Silence_Percent__c)
- Fetch Transcript. Select the Fetch Transcript check box to retrieve call recording transcripts. The transcript is stored in the Call Transcription field and is searchable within Salesforce.
- Click Save All. Next time a transaction runs, it uses the new settings and retrieves additional analytics data. Advanced Reporting and Statistics populates NVM Call Summary record fields as appropriate.
Creating custom fields for categories and subcategories
If you choose to retrieve call recording analytics data from NewVoiceMedia, you can create custom category and subcategory fields in which to store that data. (The Advanced Reporting and Statistics managed package provides custom fields to store other analytics data.) Each category and subcategory can have a corresponding field.
We recommend that you create a custom checkbox field for each category and a number field for each subcategory that you have configured for the Conversation Analyzer feature. Set Field Name—as referenced by APIs—for the fields using the following format:
- Categories: Category__c
- Subcategories: Category_subcategory__c
Set Default Value for the field to Unchecked for the category check boxes and 0 for the subcategory number fields.
The values you specify in Field Name fields are case-insensitive. Field Name values must be a case-insensitive match for the category and subcategory names as configured in NewVoiceMedia.
Where spaces and other nonalphanumeric characters appear in the names used in NewVoiceMedia, replace such characters with an underscore (_) character. Advanced Reporting and Statistics do not support names with two consecutive underscores, and names are subject to the length limit for Field Name values in Salesforce. For information about field names in Salesforce, see Salesforce help.
Salesforce appends the __c to Field Name indicating that this is a custom field.
Field Label values, which appear in records and on reports, do not need to match a specified format, but we recommend that you align them to the Field Name values.
For example, if you have a Communication category and an Active listening subcategory, create fields with the following types, labels, names, and default values:
| Category/subcategory | Type | Field type | Field Label | Field Name | Default Value |
|---|---|---|---|---|---|
| Communication | Category | Checkbox | Communication | Communication__c | Unchecked |
| Active listening | Subcategory | Number | Active listening | Communication_Active_listening__c | 0 |
Optionally, create a section on the summary page layouts and add the category and subcategory custom fields.
Next time a transaction runs, Advanced Reporting and Statistics retrieves category and subcategory data and populates custom fields as appropriate. A checked field indicates that the transcript of the call recording matched the category or subcategory.
