Analyzing a call recording in Conversation Analyzer in Salesforce

If you are using Conversation Analyzer and you have the Advanced Reporting and Statistics package installed and configured in Salesforce, you see Conversation Analyzer data within Vonage Call Summary records. For information about configuring Conversation Analyzer in Salesforce, see Configuring Conversation Analyzer in Salesforce.

When you view a Vonage Call Summary record, an embedded view of Conversation Analyzer for the related call appears. For information about the contents of the Conversation Analyzer, see Analyzing a call recording.

In addition, the call summary record includes the following fields which contain Conversation Analyzer data. (The fields must have been added to the appropriate page layouts to be visible in records.)

Field	Section	Description
Call Transcription	Transcription	Searchable transcript of the call.
Categories	Information	Comma-delimited list of categories matched by Conversation Analyzer, if enabled for your account.
Confidence	Call and Agent Related	Level of confidence in the transcription.
Agent Percent	Call and Agent Related	Percentage of talk time when agent was talking
Crosstalk Percent	Call and Agent Related	Percentage of talk time when customer and agent were both talking at once
Customer Percent	Call and Agent Related	Percentage of talk time when customer was talking
Silence Percent	Call and Agent Related	Percentage of talk time when nobody was talking
Language	Call and Agent Related	Language code used for the call, for example, en_us, en_gb.
Sentiment	Information	Sentiment summary and scores from Conversation Analyzer, if sentiment analysis is enabled for your account The field comprises: Overall sentiment score rated 0-100 Percentage of conversation with very negative sentiment Percentage of conversation with negative sentiment Percentage of conversation with neutral sentiment Percentage of conversation with positive sentiment Percentage of conversation with very positive sentiment Ten sentiment scores scaled from -1 to +1 sampled at regular intervals: <0–10%, <10%–20%, and so on until <90–100%. Example Overall:+0.65, VeryNegative:5, Negative:25, Neutral:40, Positive:20, VeryPositive:10, Scores:+0.00,+0.00,-0.11,+0.00,+0.00,+0.00,+0.56,+0.61,+0.75,+0.77 The sentiment scores are also presented in the embedded Conversation Analyzer within Vonage Call Summary records. For information, see Analyzing a call recording in Conversation Analyzer in Salesforce.

You can use the data in these fields in reports.

Example Conversation Analyzer Insights records

If Conversation Analyzer Insights records have been configured, these will appear for each combination of category or subcategory matches for each call. For information about configuring Conversation Analyzer Insights records, see Configuring Conversation Analyzer Insights records in Configuring Conversation Analyzer in Salesforce.

Example sentiment scores at intervals

The following graphic shows the scores during each of the ten equally sized intervals and how these are calculated:

For example:

For interval 41-50%, the average score is calculated by:

(Turn 2 score + Turn 3 score)/2 = (0.1+(-0.3))/2 = -0.2/2 = -0.1
For interval 81-90%, the average score is calculated by:
(Turn 3 score + Turn 4 score + Turn 5 score)/3 = -0.2/3 = -0.07