Overview of Conversation Analyzer

Vonage Contact Center can record all inbound and outbound calls. For more information about recording calls, see Call recording.

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

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.

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 Overriding the language and categorization profile for transcribing and categorizing audio recordings.

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.

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.

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 Overriding the language and categorization profile for transcribing and categorizing audio 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.