Setup Steps
The setup procedures required to begin using Conversation Insights Agent are provided in this section.
Setup Tenant
Setting up a Tenant for a customer is the first and foremost activity in the onboarding process. Users in a particular tenant can access only those applications added to their specific account. Please contact the Uniphore Implementation team to create tenants. Access to the Create Tenant article is restricted to Uniphore employees only.
User Management
The next step is to add users to your tenant and assign them roles. Please contact the Uniphore Implementation team for all user management requests. Access to the Create Users article is restricted to Uniphore employees only.
Deploy Application
Once your tenant is created, Conversation Insights Agent needs to be provisioned and activated, along with license details. Please contact the Uniphore Implementation team for details. Access to the Deploy Application article is restricted to Uniphore employees only.
Setup Organization Hierarchy
Create organizations and respective hierarchies, where the hierarchy can be the various departments or teams of the organization. Account admins can set up the hierarchy using Create Organization Hierarchy.
Important
Now that your application is set up, you won't see data in the application and its dashboards until you perform the following steps.
Upload Test Calls
Test calls are used to test a fact before changing the Fact status from Draft to Approved. Using the Create Voice Conversation API and the Create Chat Conversation API, you can upload test voice and chat calls, respectively. In the API, ensure the metadata parameter - isTestConversation is set to True to appear as a Test call in the conversation list.
Configure and Test Facts
Facts can be used individually or together to gain insights from conversations. An account Administrator and Analyst can create facts. To set up facts, refer to Create and Test Facts.
Configure Scorecard
A scorecard evaluates an agent's or a team’s performance based on certain key performance indicators. To design and configure a scorecard, refer to Create and Configure Scorecard.
Upload Calls
Upload the voice and chat calls in Conversation Insights Agent to analyze and gather insights from the conversation. To learn more about uploading calls, refer to the Create Voice Conversation API and the Create Chat Conversation API.
Process Calls
Calls should be processed in batches to view conversation details and dashboard data.
Use the Process Conversation API to process calls. This API kick-starts the call processing pipeline, at the end of which you will have Conversation details, Fact outputs, scorecard outputs, and dashboard data.