Manage calls

Available in Classic and VPC

After configuring the agent, when the customer service quickstart is integrated in CLOVA Chatbot, inbound/outbound calls are connected.

• Real-time Call List: You can search real-time calls using filters such as recipient number, sender number, and agent. You can view calls containing specific keywords in real time directly on the dashboard.
• Ended Call List: AiCall stores recordings for 7 days by default, and the builder allows searching this data using various criteria (recipient number/sender number/agent/keyword).

• Manage Encrypted Recording Files: You can search for and play back recorded files that have exceeded the storage period (7 days).

View real-time calls

In Set Keywords menu, you can view all real-time calls containing registered keywords or filter search results to show only calls containing specific keywords.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Contact Center.
2. In the Contact Center list, click [Run builder] for the Contact Center to manage.
3. Click Real-time Call List menu in the Aicall settings on the left of the interface.
4. Select the tab at the top of the real-time call list based on your desired search criteria to view the list.
   • Sessions with keywords: Click the Keyword dropdown to select registered primary/related keywords via Set Keywords menu, then view the list of calls containing those keywords.
   • Active sessions: View the complete list of calls in progress.
5. To view the details of a specific call in the real-time call list, click [Details].
   • Navigate to Session Viewer Details interface to view the selected call's details.
   • Session Information: Displays session ID and session start time.
   • Call Information: Displays the calling number, recipient number, and keyword information uttered in the session.
   • Detailed Call Record: Provides utterances from the session in progress, distinguishing between system and users. Click an utterance to enable a button to view and place its audio pattern. Utterances of the system and users are provided and you can download them as separate audio files.

View ended calls

You can set a review period to view call information that ended within that period.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Contact Center.
2. In the Contact Center list, click [Run builder] for the Contact Center to manage.
3. Click Ended List menu in the Aicall settings on the left of the interface.
4. Set the search period and filtering conditions, and click [Search].
   • The default search period is set to the past 7 days from the most recent date. You can adjust the period by selecting the start and end dates.
   • Filter call lists by entering Agent, Keyword, Recipient Number and Sender Number. For the outbound service type contact centers, provide Campaign Name as a filtering item.
5. Check the call history information within the search period from the ended call list.
6. To set the playback duration for ended calls, click [Set Playback Duration].
   • The playback period is set to the last 7 days by default. You can adjust it between the last 2 days and 7 days.
   • When the playback period is shortened, previous data will be deleted. (You can view it in the Manage Encrypted Recording Files.)
   • Even if the playback period is extended, you cannot view data from previous periods.
7. To view the details of a specific call, click [Details].
   • Navigate to Session Viewer Details interface to view the selected call's details.
   • Session Information: Displays session ID, session start time, session duration, and session end time
   • Call Information: Displays the calling number, recipient number, and keyword information uttered in the session.
   • Call Analysis: Provides a detailed analysis of the call in a popup.
   • Detailed Call Record: Provides utterances from the session in progress, distinguishing between system and users. Click an utterance to enable a button to view and place its audio pattern. Utterances of the system and users are provided and you can download them as separate audio files.
     • Start Time: The time during the entire call duration when the utterance occurred.
     • Call Duration: The duration of the utterance.
     • Speaker: Speaker of the utterance (system/user).
     • Text: Provide the utterance content as text.
     • Playback Utterance Content: Audio playback of specific speech content within the call records for the set playback period. For calls whose playback period has expired, the playback button for the utterance content is not provided.
     • Call Record: Full audio playback of specific call within the call records for the set playback period. For calls whose playback period has expired, the playback button for the utterance content is not provided.

Manage encrypted recording files

You can search for and play encrypted recording files whose playback period has expired.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Contact Center.
2. In the Contact Center list, click [Run builder] for the Contact Center to manage.
3. Click Manage Encrypted Recording Files menu in the Aicall settings on the left of the interface.
4. Click [Load from Object Storage] and select the location of Object Storage.
   • When a folder is selected, the data list for that folder is loaded.
5. Set the search period and filtering conditions, and click [Search].
   • The default search period is set to the past 7 days from the most recent date. You can adjust the period by selecting the start and end dates.
   • Filter call lists by entering Recipient Number: and Sender Number.
6. Check the call history information within the search period from the encrypted recording file list.
7. To listen to a specific call again, click [Playback].
   • Validate the encryption key and playback the encrypted recording file.