Managing calls

Available in Classic and VPC

When the customer service scenario is linked to CLOVA Chatbot after setting the agent, inbound or outbound calls will be connected.

• Real-time call list: You can search various real-time calls with filters such as called number, caller ID, or agent. You can see calls containing specific keywords on your dashboard among real-time calls.
• Finished call list: AiCall keeps recordings for 7 days by default, and you can search the data with various search conditions (called number, caller ID, agent, or keyword) from the builder.

• Manage encrypted recording: You can search and play recordings for which the retention period (7 days) has passed.

Search real-time calls

You can choose to see only the real-time calls containing keywords registered in the Set keywords menu, or filter calls containing specific keywords to see the search results.

1. Click CLOVA AiCall > Contact Center in this order from the NAVER Cloud Platform console.
2. Click the [Run builder] button of the Contact Center to be managed on the list of Contact Centers.
3. Click the Real-time call list menu in the AiCall settings area on the left side of the page.
4. Check the list by selecting the tab according to the desired search criteria at the top of the real-time call list.
   • Session including keyword: It searches the list of calls including the keyword when selecting registered representative/similar keywords through the Set keyword menu by clicking the keyword drop-down button.
   • Ongoing session: It searches the full list of ongoing calls.
5. Click the [View more] button for detailed information on a specific call from the real-time call list.
   • Go to the Session viewer detail page where you can check the details of the selected call.
   • Session information: Session ID and session start time are shown.
   • Call information: Caller ID, called number, and keyword information spoken within the session are shown.
   • Detailed call record: The spoken content of the ongoing session is provided, classifying it into system and user. The voice pattern of the spoken content and the button to play it are provided when clicking on the spoken content. The spoken content of the system and user are provided and can be downloaded in separate voice files.

Search finished call

You can check the information for finished calls by setting a specific period to search.

1. Click CLOVA AiCall > Contact Center in this order from the NAVER Cloud Platform console.
2. Click the [Run builder] button of the Contact Center to be managed on the list of Contact Centers.
3. Click the Finished call list menu in the AiCall setting area on the left side of the page.
4. Click the [Search] button after setting the search period and filtering conditions.
   • The search period is set to the default value which is up to 7 days before the latest date, and you can adjust the period by selecting the start and end date.
   • Enter the agent, keyword, called number, or caller ID to filter the call list. For Contact Centers of the outbound service type, Campaign name is additionally provided as a filtering condition.
5. Check the call record information within the search period on the finished call list.
6. To set the playback period of the finished call, click the [Set playback period] button.
   • The playback period is set as the last 7 days by default, and you can change it to between the last 2 - 7 days.
   • If you shorten the playback period, the older data will be deleted. (You can check them in Manage encrypted recording.)
   • Even if you increase the playback period, you can't see the data for the period that has already passed.
7. Click the [View more] button for details on a specific call.
   • Go to the Session viewer detail page where you can check the details of the selected call.
   • Session information: Session ID, session start time, session period, and session end time are shown.
   • Call information: Caller ID, called number, and keyword information spoken within the session are shown.
   • Call analysis: A detailed analysis of the call is provided as a pop-up.
   • Detailed call record: The spoken content of the ongoing session is provided, classifying it into system and user. The voice pattern of the spoken content and the button to play it are provided when clicking on the spoken content. The spoken content of the system and user are provided and can be downloaded in separate voice files.
     • Start time: the point in time when the spoken content occurred during the entire call time
     • Call time: the duration of the spoken content
     • Speaker: the speaker of the spoken content (system/user)
     • Text: provided the spoken content as text
     • Playback spoken content: It plays the voice of specific spoken content for call records within the set playback period. For calls that have passed the playback period, no play button is provided for the spoken content.
     • Call record: It plays the entire voice of the call for call records within the set playback period. For calls that have passed the playback period, no play button is provided for the spoken content.

Manage encrypted recording

You can search and play encrypted recordings for which the playback period has passed.

1. Click CLOVA AiCall > Contact Center in this order from the NAVER Cloud Platform console.
2. Click the [Run builder] button of the Contact Center to be managed on the list of Contact Centers.
3. Click the Manage encrypted recording menu in the AiCall settings area on the left side of the screen.
4. Click the [Import from Object Storage] button to select the location of Object Storage.
   • Selecting a folder allows the data list of the folder to be imported.
5. Click the [Search] button after setting the search period and filtering conditions.
   • The search period is set to the default value which is up to 7 days before the latest date, and you can adjust the period by selecting the start and end date.
   • Enter the called number and caller ID to filter the call list.
6. Check the call record information within the search period from the list of encrypted recordings.
7. To hear a specific call again, click the [Play] button.
   • Encrypted recordings are played after validating the encryption key.