Sangoma CX - Speech Analytics Configuration Guide

Introduction

Sangoma CX Speech Analytics is designed to process Sangoma CX Call Recordings to deliver the following information:

• Transcript detailing what was said by each party in the call

• Summary of the transcript

• Sentiment analysis:

• General sentiment for the call tagging it as: positive, negative or neutral.

• Sentiment per party on the call tagging it as: positive, negative or neutral.

Requirements

Sangoma CX Tier

This feature is only available in the Sangoma CX Premium Tier. You can review the tier enabled in your tenant by clicking the name associated with the logged user in the upper right corner on the Sangoma CX portal.

If you want to upgrade your current tier to enable this capability, please contact your Sangoma Partner or a Sangoma Sales Representative.

Enabling Speech Analytics

Note: Speech Analytics is activated by queue.

1. Log in the Sangoma CX tenant as Administrator, Supervisor or Manager with enough privileges to configure queues.

2. Click the menu Contact Center > Management > Queues to display the list of queues configured in the tenant.

3. Click on the Queue to be enabled with Speech Analytics.

4. Click on the Call Recording tab.

5. Set Call Recording to On. The Speech Analytics option will be displayed.

6. Set the Speech Analytics option to On

7. Click the Save button.

Disabling Speech Analytics

1. Log in the Sangoma CX tenant as Administrator, Supervisor or Manager.

2. Click the menu Contact Center > Management > Queues to display the list of queues configured in the tenant.

3. Click on the Queue that Speech Analytics is to be disabled.

4. Click on the Call Recording tab.

5. Set the Speech Analytics option to Off

6. Click the Save Button.

Note: If you Change the Call Recording option to Off it will also disable Speech Analytics.

Speech Analytics Processed Results

The Speech Analytics process runs nightly as part of the process of moving the call recordings from the short term storage (kept till end of day) to a long term storage in AWS. The Speech Analytics content associated with the call recording won't be displayed until this process finishes.

The Speech Analytics results are available in the call history report. This report is accessible under the Contact Center > Reports > Call History.

If the Speech Analytics feature is enabled in the tenant this report will include the following filters and extra columns:

• Filters:

  • Has Transcription: Possible values

    • - : filter not applied.

    • Yes: the report only lists calls that have a transcription.

    • No: the report only lists calls that do not have a transcription.

  • Call Sentiment: Possible values

    • - : filter not applied.

    • Neutral: the report only lists calls with a Neutral sentiment.

    • Positive: the report only lists calls with a Positive sentiment.

    • Negative: the report only lists calls with a Negative sentiment.

• Columns:

  • Transcription: If the call recording was processed by the Speech Analytics engine, the “Open” button will be displayed. If the call has not been processed, the cell will be empty.

  • Call Sentiment: If the call recording was processed by the Speech Analytics engine, the overall sentiment of the call will be displayed. Possible values are: Neutral, Positive, and Negative. If the call has not been processed, the field will be empty.

Click on the “Open” button under the transcription column to display the Recording Transcription. The following information:

• Sentiment: Analysis of the call, per party.

• Summary: of the transcript.

• Transcript: Transcription of what was said by each party in the call.